What changed
26.3 Cumulative Update 4 fixes ORC-52991, where callback contacts lost accrued queue time and were routed as new arrivals so later callers reached agents first. Pipeline Update 196 fixes AOR-15057, where digital chat contacts were delivered out of order and skipped agents who had waited longest. CU4 also fixes EM-172483, inflated agent login times in custom reports for business units with Unified Agent State, and AAD-50376, where Point of Contact DNIS and skill dropdowns could show another business unit's data.
Vendor documentation (opens in a new tab)Why it matters
Queue order is a fairness and service-level issue, not a cosmetic one. Callback customers may have waited longer than reports implied, and login-time figures used for staffing or payroll checks may have been overstated.
CxCave practical context
Who should care
- Routing administrators
- Operations supervisors
- WFM teams
Action
REVIEWCheck your service notification for the deployment date. If you saw callback or chat ordering complaints or unusual login times, reference the issue IDs and treat affected report periods with caution.
CxCave recommendation, not a vendor mandate unless explicitly stated.