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CXone Knowledge Management Service Degradation. The CXone Knowledge Management Engineering team is investigating reports of site degradation.

CXone Knowledge Management Service Degradation. The CXone Knowledge Management Engineering team is investigating reports of site degradation.

We are continuing to investigate this issue.

CXone Knowledge Management Service Degradation. The CXone Knowledge Management Engineering team is investigating reports of site degradation.

CXone Knowledge Management Service Degradation. The CXone Knowledge Management Engineering team is investigating reports of site degradation.

We are continuing to investigate this issue.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

**Impact Start Time \(UTC\) 07/23/2026 07:31 AM UTC** **Impact End Time \(UTC\) 07/23/2026 01:01 PM UTC** **Incident Summary** Updated on 08/04/2026 - On 07/23/2026, some NiCE CXone Mpower customers reported experiencing page formatting failures and API call errors within the CXone Mpower Expert service. The incident was caused by incorrect Web Application Firewall \(WAF\) control rules that were deployed as part of a scheduled software release. The issue was resolved after the Engineering team reverted the incorrect WAF rules that had been implemented across the affected regions, restoring normal service operation. **Root Cause** The incident was caused by incorrect WAF control rules that were deployed as part of a scheduled software release. These rules classified and blocked legitimate web and Application Programming Interface \(API\) requests as bot traffic, resulting in service degradation and errors for affected customers. Although a corrective configuration had been identified and merged during pre-deployment validation activities, a build pipeline checkout failure prevented the corrected configuration from being included in the deployed release. As a result, the unintended WAF configuration remained active, causing legitimate customer traffic to be blocked. **Corrective Actions** * **Detection:** NiCE Internal support teams received reports from customers experiencing page formatting failures and API call errors within the CXone Mpower Expert service. * **Remediation:** The issue was resolved after the Engineering team reverted the incorrect WAF rules that had been implemented across the affected regions, restoring normal service operation. Completed on 07/23/2026. * **Prevention:** The Engineering team has updated the build pipeline configuration to address the checkout failure and improve build reliability. Completed on 07/30/2026. The Engineering team has strengthened release deployment criteria by implementing stricter release guidelines to ensure all required builds are available and verified before deployment. Completed on 08/03/2026. The Engineering team is evaluating monitoring and alerting enhancement opportunities to improve visibility and enable earlier detection. An update will be provided by End of Day MT on 08/14/2026. **Incident Timeline \(UTC\)** **07/23/2026 07:31 AM \(UTC\)** - The first customer case was opened, and Tech Support Engineers \(TSEs\) began their initial validations and troubleshooting investigation. **07/23/2026 11:37 AM \(UTC\)** - TSEs notified the Network Operations Center \(NOC\) engineers about the reported customer impact; a major incident was proposed and confirmed. **07/23/2026 12:31 PM \(UTC\)** - Engineers identified a suspected cause and began remediation steps. **07/23/2026 01:01 PM \(UTC\)** - The issue was resolved after the Engineering team reverted the incorrect WAF rules that had been implemented across the affected regions, restoring normal service operation. Following successful validations, the major incident was marked as resolved.