BluIP incident
Incident Notice: NICE CXone Digital Channel Service Interruption
Resolved after 6 hours 9 minutes, affecting NICE CXone, on July 2, 2025.
Status: Service Restoration Confirmed Internal testing and end-user feedback have confirmed that service has been fully restored. NICE will continue working with the third-party provider to identify the root cause of the issue.
Affected components
Update timeline
- identified Jul 02, 2025, 10:07 PM UTC
Date/Time Identified: July 2, 2025 at 12:39 PM PST Service Impact: NICE CXone – Digital Channels Description: NICE has reported a service interruption affecting digital channels within the CXone platform. Some users may be unable to access the Digital interface or may experience issues with digital contact routing. Current Status: NICE has begun implementing a fix to this service interruption. Traffic was previously redirected to a parallel configuration to allow the original system to recover. They are now migrating traffic back to the original configuration as part of the final restoration process. NICE continues to work with a third-party provider to identify the root cause. Estimated Time to Resolution: No approximated time of resolution at this time. Impact: - Some users may continue to experience disruption to digital interactions. - Access to the Digital interface may remain limited during recovery. ** Voice services are not impacted. ** Next Update: A further update will be provided upon completion of the work or as new information becomes available from NICE support team. For assistance or questions: Please contact [email protected].
- identified Jul 02, 2025, 10:08 PM UTC
A further update will be provided upon completion of the work or as new information becomes available from NICE support team.
- identified Jul 02, 2025, 11:18 PM UTC
Status: Partial Service Restoration Confirmed NICE has confirmed that the majority of digital channel issues have been resolved. However, some customers may still experience intermittent issues with digital chat. NICE is actively monitoring the platform and addressing remaining issues as they are reported. They continue to work with a third-party provider to determine root cause. Due to the complexity of the issue, an accurate ETA is not yet available. Updates will be provided as progress continues.
- monitoring Jul 02, 2025, 11:53 PM UTC
Status: Service Restoration Confirmed Internal testing and end-user feedback have confirmed that service has been fully restored. NICE will continue working with the third-party provider to identify the root cause of the issue.
- resolved Jul 03, 2025, 04:17 AM UTC
This incident has been resolved.
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