CXone Mpower Expert - Service Degradation: Site Slowness

Update timeline

1. investigating Mar 03, 2026, 04:37 PM UTC

   CXone Mpower Expert Service Degradation: Degradation Performance. The CXone Mpower Expert Engineering team is investigating reports of site Degradation Performance.

2. investigating Mar 03, 2026, 04:54 PM UTC

   CXone Mpower Expert Service Degradation: Degraded Performance. The CXone Mpower Expert Engineering team is investigating reports of degraded performance.

3. investigating Mar 03, 2026, 05:09 PM UTC

   CXone Mpower Expert Service Degradation: Degraded Performance. The CXone Mpower Expert Engineering team is investigating reports of degraded performance.

4. monitoring Mar 03, 2026, 05:22 PM UTC

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

5. resolved Mar 03, 2026, 06:34 PM UTC

   This incident has been resolved.

6. postmortem Mar 16, 2026, 10:10 PM UTC

   **Impact Start Time** 03/03/2026 02:24 PM UTC **Impact End Time** 03/03/2026 05:00 PM UTC **Incident Summary** Updated on 03/11/2026 - On 3/3/2026, some NiCE CXone Mpower customers elevated latency within the CXone Expert application, resulting in delayed retrieval of knowledge-base articles and impacting agents’ ability to efficiently access customer support content. The impact stemmed from a processing latency issue within the application layer. The impact was resolved when engineers restored normal service by scaling up the infrastructure components responsible for handling inbound web requests, ensuring sufficient processing capacity to stabilize throughput and eliminate request bottlenecks. **Root Cause** The root cause stemmed from a processing latency issue for the application layer. The system briefly took longer than usual to handle requests. For a short period, more activity came in than the system typically manages at once, which slowed things down. As a result, some requests took longer to finish and a few timed out, leading to the performance issues customers noticed. **Corrective Actions** _Detection_: Internal support teams received a customer reported issue and confirmed an ongoing latency issue with the CXone Expert application. _Remediation_: Engineers restored normal service by scaling up the infrastructure components responsible for handling inbound web requests, ensuring sufficient processing capacity to stabilize throughput and eliminate request bottlenecks. Completed on 03/03/2026. _Prevention_: The Engineering team developed and deployed a code fix to address an underlying issue with instance scaling. Completed on 03/05/2026. **Incident Timeline \(UTC\)** 03/03/2026 02:24 PM \(UTC\) - First customer case opened, and Tech Support \(TS\) engineers began the troubleshooting investigation. 03/03/2026 04:31 PM \(UTC\) - TS engineers notified the Network Operations Center \(NOC\) engineers about the reported customer impact; a major incident was proposed and confirmed. 03/03/2026 04:35 PM \(UTC\) - Engineers identified a suspected cause and began remediation steps. 03/03/2026 05:00 PM \(UTC\) - Impact was resolved after engineers increased capacity for components responsible for processing web requests and internal tests were successful. Impact and major incident resolved.