What’s New in CXOne?

🎧 Agent Experience

• Improved session stability to reduce the likelihood of unexpected workspace refreshes.
• Refinements to agent state handling for more consistent status transitions during high-volume periods.

🧑‍💼 Supervisor & Administration

• Enhancements to administrative workflows for managing skills, queues, and routing configurations.
• Improved validation checks when updating operational settings, reducing configuration-related errors.

📊 Reporting & Analytics

• Updates to reporting pipelines to improve alignment between real-time and historical metrics.
• Minor performance improvements to report generation and dashboard responsiveness.

🔗 Platform & Core Services

• Backend optimizations supporting overall system scalability and resilience.
• Incremental improvements to API processing and background job execution.

Fixes & Stability Improvements

• Resolved issues affecting delayed or incomplete reporting data in certain scenarios.
• Fixed edge cases related to agent login persistence and session recovery.
• General performance tuning across core CXone services.

Why This Matters

These updates improve operational reliability and reporting confidence without requiring configuration changes. Enhanced session stability and more consistent metrics help reduce agent friction and support smoother contact center operations.

Recommended Actions

• No immediate action required.
• Monitor reporting dashboards for continued consistency improvements.

Release Impact Summary

Customer Impact: Low

Operational Risk: Minimal

Action Required: None