CXone Expert System Status
- Applies to:
- All MindTouch Versions
Access the current Expert system status
- View an uptime report or find information on service disruptions.
- Subscribe to CXone Mpower Expert Systems Status for real-time and historical data on system performance.
- Follow our Status page on Twitter.
Interpret the status and uptime report
Here is a quick guide to the five stages of how we manage and communicate during a service disruption:
🟠1. Investigating
What you will see:
Title: CXone Mpower Expert - Service Degradation Detected
Status: Investigating
When we detect or are alerted to a potential issue—such as sites being unavailable—we immediately begin investigating. You will see an update on our Status Page letting you know that we are aware and working to understand what is happening.
We will also send notifications via Twitter and status alerts so you are informed as early as possible.
🟡 2. Issue Identified
What you will see:
Title: Service Degradation – Issue Identified
Status: Identified
Once we find the root cause, we will let you know. Our teams work quickly to implement a fix while keeping you updated on progress.
At this stage, we know what is causing the disruption and are actively working on a solution.
🟢 3. Fix Deployed and Monitoring
What you will see:
Title: Fix Deployed – Monitoring for Stability
Status: Monitoring
When a fix is implemented and services appear to be restored, we do not stop there. We begin a monitoring period to ensure everything is functioning as expected.
We will include an estimated duration of the incident and continue to communicate while we verify the fix.
✅ 4. Resolved
What you will see:
Title: Service Disruption Resolved – All Systems Operational
Status: Resolved
Once the issue is fully resolved and the platform is stable, we will close out the incident and confirm that all systems are back to normal.
Our team will continue to monitor performance behind the scenes, and you will see a summary of what happened and how long it lasted.
💬 How Often Do You Update?
During an active disruption, we aim to update the MindTouch Status Page at least every 15 minutes. This ensures you always know where things stand, even if the situation has not changed yet.
🧠Where to get the Latest Info
If you are a legacy MindTouch customer, you will continue to receive updates via the MindTouch Status Page. While we are in the process of fully integrating with NICE CXone, this is still the most reliable place for timely incident updates related to your platform.
💡 Questions?
If you have questions about updates or are unsure whether something you see on your site is related to a current disruption, do not hesitate to reach out to your Customer Success Manager or the Expert Support team.