Root Cause Analysis:  

Cloud Avg Response Time error.   

Customer Business Impact: 

Customers experienced degraded performance for several hours while we wrestled with malicious agents. 06:19 UTC –18:00 UTC. 

Customer Communication: 

CXone Expert systems were attacked, targeting various customer sites, with DDOS, fuzzing and data mining activities.  CXone Expert Engineering blocked many IPs and J3 fingerprints to stabilize the system and engaged with our AWS Support representatives to find ways to better secure our systems from these volumetric attacks.  

The attackers used several systems such as Akamai, Digital Ocean and Linode to increase their attack vector.  Systems were disrupted while we filtered out the malicious traffic and tightening our Web Application Firewall (WAF) rules.