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
25.3 Release
Published 1 August 2025*
ACD Routing
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When an agent was configured to handle a single digital contact at a time and priority-based blending was turned off, the agent continued to receive a digital interaction when logged in to a dialer skill.
Actions
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Search data was highlighted in all cells, not just for searchable columns.
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In some systems, the wrong time period was displayed over the actions in the conversation panel.
Admin
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Employee profiles that included an exclamation point in the username or email address didn't synchronize correctly with the corresponding ACD user profile.
Agent
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Directory searches sometimes produced no results.
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Colors were removed from quick response text when the text was bold or italic.
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The audio control panel wasn't available during an interaction search on Android smart phones.
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When users copied and pasted images into the body of an outbound email, multiple copies were added.
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When a script used the CustomEvent action in Studio with the event name as AgentWorkflowResponse in Agent, two screen pops appeared for the same record.
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The Interaction page in the WEM embedded client didn't load.
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Agents were unable to view the full summary in disposition notes because the text box was not scrollable.
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The first character in disposition notes could not be deleted, causing formatting issues for agents.
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The outcome menu remained open for the next chat after the agent resolved or closed the previous chat.
API
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The /data-extraction/v1/jobs call sometimes returned a 500 error.
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The State History API endpoint intermittently failed with 5XX errors, disrupting daily reporting operations.
Agent Builder
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Tooltips in the Insights section displayed placeholder text, giving the impression of an unfinished product. (BB-2347)
Cloud Storage Services
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Sometimes, when a file was copied over to SEA, the file name changed to "undefined".
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Lifecycle Management rule lists failed to load after rule creation, displaying a 404 error.
Data Share
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There were no notifications when Fink applications weren't running, leading to a delay in response times and problem detection.
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Duplicate records appeared in the agent session fact table, affecting data accuracy in analytics.
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In certain systems, the interaction ID and customer contact ID were given new values on transfer, creating confusion in Data Share metrics.
Digital Experience
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Changes to digital hours of operation sometimes weren't saved correctly.
Feedback Management
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Interaction IDs were missing from the INR page when providers were created using the Invitations API.
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Extra characters, such as newline codes and spaces, were added to SMS2WEB links, causing message length to exceed telecom limits.
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Email messages sent from manual survey entry were displaying "null null" instead of the recipient's first and last name.
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Integration reference IDs remained blank even after the update job ran, preventing expected data sync in NPX.
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Email invitations viewed on an Android mobile device included broken images at the top and bottom.
Interaction Analytics
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The value for Non-Hold Silence included hold time and the value for Notable Silence did not include hold time.
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Rarely, failed parsing could prevent a record from being saved.
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In certain systems, users couldn't save updates to company profile entities.
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The rule tally values were incorrect under certain conditions.
Observability Dashboard
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Search data was highlighted across all fields instead of only in searchable columns, making it difficult to identify relevant matches.
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When a user typed a search term slowly in the Observability Dashboard, loading icons appeared in the table below the relevant results.
Partner Applications
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Voice Quality Metrics was missing information.
Personal Connection
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• WhatsApp templates didn't support multimedia content.
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Digital message templates weren't available when only one of the digital channels was enabled, such as only email or only SMS.
Platform
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Work item durations were incorrectly reported as five hours, even when the actual interaction time was only a few minutes.
Reporting
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In some systems, the Prebuilt Reports page contained alignment issues.
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The audit history date range in custom report templates reset to one month after clicking the Apply button.
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ACD report templates were missing data for specific time intervals during time zone conversion.
Studio
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Desktop Studio failed to load with a null reference error, preventing users from logging in.
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In some systems, Desktop Studio took several minutes to open a script.
Workforce Intelligence
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In systems enabled for advanced routing, skills that were removed from an agent as the result of a WFI rule were immediately added to the user again.
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Attempts to update WFI notification settings resulted in an error.
25.1 Cumulative Update 8
Published 22 July 2025*
Agent
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When an agent used a dialing skill with a high dialing ratio, call control sometimes showed the wrong contact for several seconds.
Digital Experience
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When an agent logged out our the agent application and then quickly logged back in, the digital contacts they were assigned before logging out were still assigned to them.
Reporting
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Old voice contacts sometimes appeared in the Active Contact widget.
Pipeline Update 176
Published 15 July 2025*
Copilot for Agents
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When the prompt editor API failed, the Manual Query Prompt drop-down contained unexpected values.
Reporting
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Scheduled custom reports sometimes included the wrong date in the header.
Out-of-Band Releases
Agent for SCV
25.3
Deployed 27 June, 2025*
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Agents' states
The availability status of an agent. showed as unavailable in CXone Mpower but available in Agent for SCV. This occurred when agents using Chrome logged out of My Zone or Dashboard.
25.1.1
Deployed 25 April, 2025*
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When contacts
The person interacting with an agent, IVR, or bot in your contact center. hung up while in queue, the call remained in progress and assigned to the agent. -
The call duration field was not updated after inbound and outbound calls were disconnected.
Salesforce Agent
Fixed issues for the current Salesforce Agent release and the two previous releases are available on the Salesforce Agent Release History page.
Known Issues
These are the current unresolved issues in CXone Mpower products. If a known issue has a workaround, that information is included.
ACD
- The Automated Chat Messaging Timeout setting in the default skill assigned to the point of contact overrides the setting in any skill the contact is transferred to. You cannot use scripting to override or maintain certain timeout settings. So, be careful to avoid this issue when configuring scripts, skills, and points of contact.
ACD Routing
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Sometimes contact routing is delayed when there is an available agent.
Admin
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Creating new employees sometimes fails with a restricted domain, even though the domain has been added to the allowlist.
Agent applications
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In a Presence Sync system, agents are sometimes unexpectedly changed from the available state to an unavailable state.
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In some systems, users cannot see calls made or received since 5 April 2025 in the contact history view.
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When Copilot for Agents is enabled, scrolling dispositions sometimes generates an error.
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When agents call phone numbers with spam-blocking abilities that require an audio CAPTCHA, agents do not have a way to input the CAPTCHA code.
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.
AppLink
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AppLink does not support multiple Engage systems that are connected to a single CXone Mpower tenant.
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Real-time capabilities, such as Real-Time Monitoring and Real-Time Authentication, are not supported in CXone Mpower for AppLink users.
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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.
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Teams in Engage are not automatically synchronized with CXone Mpower but can be uploaded via the Bulk Employee Upload tool.
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AppLink can only import up to 50 business data fields.
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Engage comments, annotations, and categorizations are not supported in CXone Mpower.
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CXone Mpower Role-Based Access Control (RBAC) by skill is not supported in CXone Mpower for AppLink users.
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AppLink only uploads H.264 screen recordings to CXone Mpower.
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When playing back imported recordings in CXone Mpower, the CXone Mpower 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 Mpower for 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 Engage who are defined with multiple agents are imported into CXone Mpower as a single agent.
Copilot for Agents
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Autosummary generation sometimes experiences the following issues:
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Duplicate payment notes appear across multiple interactions.
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Note generation sometimes fails for outbound calls.
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Generation can be delayed by several seconds.
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When a user edits a note to change the agent availability status or reenter a disposition, both the original and edited note are displayed.
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Digital Experience
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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.
Interaction Analytics
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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 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.
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The Interactions table sometimes doesn't show data in every column.
Interactions Hub
For Data Policies:
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In relation to the Unmasked Sensitive Information widget, data for two users from the same tenant, but who are in two different time zones, can be viewed in search results. However, actions can only be taken based on one time zone at a time. This is because all users view the same data, irrespective of their time zone.
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A Deletion policy will support up to 500,000 interactions. Litigation Hold and Litigation Release policies will support up to 10,000 interactions.
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For AppLink customers, no data will be shown in the Unmasked Sensitive Information widget.
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When applying a policy, recordings moved or copied to the SEA are not affected. See Secure External Access.
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.
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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 Adminapplication. You can configure this on the General tab of an employee profile. Currently, the Can be Analyzed employee attribute requires an Interaction Analytics 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.
Performance Management (New)
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In Wallboards the leaderboard slide displays a white circle instead of the user initials from the profile.
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You cannot select attributes in the leaderboard and racing slides in Wallboards.
Recording and Playback
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In each of the following search filters, the number of searchable values should not exceed 400. If there are more than 400 values, some values will not appear in the filter.
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Hashtag
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Team name
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Group name
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Skill name
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Disposition
Note that the text search works for any number of values.
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Skills and teams are assigned only to segments with an assigned leading agent. Interactions with no assigned agent include IVR, off-platform, and some outbound dialer interactions. For these interactions, skills and teams are not assigned and interaction-segment-based views are not applicable.
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When the date range of a search starts before 1 July 2022, sorting by any of the behavioral metrics columns generates an error message. Subsequent filtering also generates the error message. To resolve the issue, close the message and sort on a column that is not behavioral metrics before continuing to filter. To avoid the issue, sort on any column except for behavioral metrics or set the date range for searches after 1 July 2022.
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For the following languages, be sure to search for interactions using exact text enclosed in quotation marks:
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Chinese Simplified
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Chinese Traditional
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Japanese
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Korean
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When the duration of a complex digital channel interaction extends beyond 5 hours, the related segments icon does not appear by the related segments in that call. You can play back each interaction in the call separately, however, sometimes you cannot play back the entire interaction.
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When a call is transferred to another agent who does not answer, the recorded segment is marked as a complex call. The segment appears in the search results with the Related Segments icon even though there are no related segments.
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If there is a failover on the ACD side during a call, the recording will be available for search and playback after 5 hours from the call start. In a complex scenario with multiple segments, the call might not be recorded or it might be recorded with unexpected behavior, for example, without masking.
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Chat and email:
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For emails that were transferred or reskilled, the transferred/reskilled segment itself does not include the email transcript. Other segments do include the email transcript.
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Playback does not support attachments.
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The first segment in a chat only allows playback of the one segment. The full contact can be played back from subsequent chat segments.
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For calls transferred to external phone numbers:
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When transferring from the IVR, the external interaction is not recorded.
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When using a cold transfer, the external interaction is recorded, even if there is a Do Not Record policy with the external participant’s phone number.
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For a conference call, playing back a contact displays the name of external participant as Customer. In all other cases, the name of external participant appears as Other Participant.
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The interaction between the customer and external participant is recorded in mono mode.
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The segments transferred to external phone numbers do not display the agent names in the search grid because agents are not involved in such segments.
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Recording provides some limited support of silence suppression during the call when the carrier uses silence suppression to lower the bandwidth due to external issues and for a few seconds. We recommend that you work with NiCE NetOps and the carrier to ensure silence suppression is disabled on the carrier side since it may reduce the quality of the call recording.
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Screen recording policies allow you to define a period of recording the screen after the call has ended (after call work). After call work recording might exceed the defined time by up to two seconds.
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If an agent logs in to MAX or Salesforce Agent on more than one computer at a time, when screen is recorded, it's recorded for all computers. For those recordings, the screen recording won't play back correctly.
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For calls that include more than one screen recording, such as conference calls, consultations, and internal calls, the player only displays the screens of one of the agents during playback. The player indicates which agent's screens are being played back.
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If a call is transferred from one agent to another, the screens of both agents are played back in the resolution of the first agent’s screen.
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Screen recording is initiated up to 25 seconds after the agent logs in. Screen recording might not work properly during these 25 seconds. This issue only affects tenants configured with 100% screen recording.
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Sometimes a black screen appears during playback:
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There was a screen recording delay (milliseconds) due to latency. In this case, a black screen may appear at the beginning of the call to synchronize playback of the screen and voice recordings.
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The agent ran an app with admin permissions during the call recording. In this case, screen recording stops when the UAC message appears.
Screen recording restarts when the pop-up is closed. During playback, a black screen appears while screen recording was stopped.
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The alternatives are to install the application with non-administrative rights or to use a persistent environment.
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If you download calls from Secure External Access that were recorded before 10 December 2018, you won’t be able to play them back. To save or play back a specific call (even if it was recorded before 10 December 2018), you can go to Search and find the call. Then, from the Player, you can play it back or download it.
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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.
Reporting
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Errors occur in the Activity Audit report and Change Audit report when the Time Period is set to more than the Last 7 days.
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The Time Utilization report displays data for inactive agents. This happens when agents are deactivated, but their schedules have already been generated. The report will continue to display the agent's data for the duration of the generated schedule.
For example, an agent's schedule was made in May 2023 and lasts until September 2023. The agent was deactivated in June 2023. Even though the agent is deactivated, their data still appears in the report until September 2023.
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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 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.
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Downloading the List of Agents report produces an error.
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Subscription emails for BI reports include incomplete reports with bad formatting.
Supervisor
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Supervisors may encounter an error when attempting to play recordings for customer contacts that have been transferred multiple times. This is a current limitation in the Supervisor app, where recordings of such contacts cannot be played in-app.
When this issue occurs, recordings are still accessible and playable in the Interactions Hub. Supervisors encountering this error are advised to use the Interactions Hub as an alternative playback source.
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When a supervisor is screen monitoring an agent, the screen freezes if the agent locks their screen, causing the supervisor's view to become unresponsive. To resolve this issue, the supervisor needs to manually end the screen monitoring session.
Transcription
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In Transcription Hub, Continuous Stream Transcription profiles display all available languages instead of filtering the languages by region. For example, the North America (NA) region should only show NA English and BR Portuguese, while the UK Sovereign (UK Sov) and European Union (EU) regions should display only International English.
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The language selection option on the Custom Vocabulary page for CXone Mpower Transcription does not filter the languages it displays by region. It always shows both US English and International English. The Custom Vocabulary page is located in the Interaction Analytics application.
Voice
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For calls handled with Integrated Softphone, the audio is sometimes garbled or inaudible during the first few seconds.
Workforce Management
General CXone Mpower WFM
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For CXone Mpower ACD users: WFM shows all actual agent states sent by CXone Mpower ACD. CXone Mpower ACD sends data differently to CXone Mpower applications. This means that the data displayed in one app can be inconsistent with the ACD data in other apps.
For example, dialer states are sent to Supervisor and Legacy Dashboard but not to WFM. In these cases, they will either be displayed as available or won't be reported at all in WFM.
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If you activated WFM for the first time after November 2022 and have the CXone Mpower ACD, the historical data may not be readily available to WFM. Contact Support to import the historical data from CXone Mpower ACD to WFM.
See example
Let's say you activated CXone Mpower ACD in April 2021. This is when historical data starts to get collected. Then, you activated WFM in November 2022. Because you have been collecting historical data for over a year, you should be able to use it automatically when generating a forecast.
However, the forecast job says that there's no historical data (in step 2). To solve this, you need to contact support. They will import the historical data that you collected into WFM.
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Data of inactive agents for whom schedules were already published is retained. As a result, these inactive agents' data is getting populated in the adherence reports.
This can be avoided. Deselect the inactive agents in the Filter Data while running the reports. This will exclude the inactive agents' data from getting populated in the adherence reports.
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The inactive agents and their data are shown in the time utilization report. This occurs when agents' schedules for future dates are generated prior to deactivation. The agent's data will continue to be displayed in the report for the duration of the generated schedule.
For example, Agent A's schedule was made on 1 May 23 and lasts until 30 September 23. Agent A was deactivated on 24 June 23. Even though Agent A is deactivated, the data will remain on the report until 30 September 23.
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The Payroll API exports existing future schedules of inactive agents, even when they are not visible in the Schedule Manager page.
Intraday
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If incorrect ACD data was received or no data was received at all, Intraday can still get updated with the correct data when the issue is solved.
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If Skills or Scheduling Unit mapping are changed after the file start time, then processing the file may end with either unexpected or partial data in Intraday Manager.
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Reload handling order may not match the upload files order.
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Intraday widgets are no longer available in Legacy Dashboard app.
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When exporting, the file may be missing data if you select more than 50 skills. To avoid missing data, try lowering the date range or exporting twice with a shorter date range for each export. Let's say you want to export 50 skills over 14 days. Try exporting twice, each export for 7 days.
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After creating a new WFM skill, it would take up to one hour until data from it can be properly ingested to intraday.
RTA
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Real-Time Adherence (RTA) displays agent adherence in real time. Because the page refreshes often, it’s recommended to have a focused view. This means that you limit the number of displayed agents to under 250. You can lower the number of displayed agents by using filters.
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Some mapped activities may be displayed as unmapped in Real-Time Adherence. If this happens, try to enter the mapped activity in the ACD mapping page and click Submit.
Scheduling
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In Schedule Manager, the net staffing values are not getting updated upon applying the Groups and Activity Codes filters.
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The new schedule manager web app might take a bit longer to load agent schedules. This delay helps the data load in the background, using less memory and stopping the web page from crashing. A better fix is planned for future updates.