Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted Nov 04, 2026 - 20:47 IST
Update
We will be undergoing scheduled maintenance during this time.
Posted Nov 04, 2026 - 20:46 IST
Scheduled
We are applying an urgent Hotfix on XO-11 v11.30.0 in IND region at this time. You can still continue using our services as usual. This communication serves as a general note to our customers.
Fix Addressed Issue: Conversations failed to transfer to CCAI (Agent Transfer) following successful automation execution—specifically observed with large email payloads or long email threads.
Fix: Resolved a MongoDB findOneAndUpdate query crash caused by excessive data being stored in the conversation context, ensuring large email threads process properly and hand off to CCAI.
>> Impact Areas? Email processing
Agent transfer (CCAI)
Issue: V1 metrics had a 10,000 character limit preventing the creation of new V1 metrics exceeding 10k characters.
Fix: Updated the character limit validation to allow more than 10,000 characters for V1 metrics (By Questions), while retaining the 10k character restriction for V2 metrics.
Product / Stream: AI for Service – Contact Center AI [XO11] (CCAI - UXO - Quality Management)
Scope of Impact: Character validation logic during V1 metric creation/editing
Fixing missing data in the Agent Assist (AA) Dashboard caused by an analytics segregation configuration mismatch between AgentAI service (enabled) and XOCC-Service (disabled).
Resolving platform collection query failures by disabling the analytics segregation flag in AgentAI to ensure configuration consistency across services (tracked via KE-75305: IND PROD XO11 | Disable the analytics segregation flag in AgentAI service Approved ).
Impact Areas? Agent AI / Agent Assist (AA) Dashboard (data reflection and metrics visibility across dashboard sections)
AgentAI Service (platform collection queries and analytics configuration)
During the maintenance schedule in case you observe sporadic issues, please refer to our Community Guidance for more details.
Posted Nov 04, 2026 - 20:44 IST
This scheduled maintenance affected: Region - India (Bot Uptime, APIs, Bot Builder, Bot Administration Application, Analytics) and SmartAssist - India (Nuance, Kore IVR, Kore Agent Desktop).