Degraded performance
Incident Report for Dixa
Postmortem

On Thursday 26th of September at 11:51 AM CEST, we experienced issues with various actions around conversations as well as retrieving and changing the presence of agents assigned to conversations. 

The problem was caused by an update deployment to the user roles on the platform and was promptly solved by implementing the change to the code which solved the issue. 

We deeply apologise for any inconvenience this may have caused, and we are further improving the testing process on our side to prevent similar issues from happening again. 

Timeline (CEST)

September 26th, 2024 11:52 AM CEST - We noticed that some conversations were not loading in Dixa and returning an error message. Some agents were not able to change their presence status in Dixa.

September 26th, 2024 12:16 PM CEST - We identified the cause of the issue which was an update deployment to user roles. 

September 26th, 2024 12:21 PM CEST - The fix was deployed and incident status changed to Monitoring. 

September 26th, 2024 12:33 PM CEST - During Monitoring status we observed that conversations were loading as intended and agents were able to change their presence statuses, therefore we updated the incident status to Resolved.

Posted Oct 10, 2024 - 09:16 CEST

Resolved
All known issues to this incident have been resolved. We thank you for your patience and cooperation.

Post mortem about this incident will be posted within 5 business days.
Posted Sep 26, 2024 - 12:33 CEST
Monitoring
We continue to see improvements after the latest fix.

If you still have unexpected behaviour, please reload the interface.
And if any anomaly persists, reach out to friends@dixa.com
Posted Sep 26, 2024 - 12:21 CEST
Identified
The issue has been identified and a fix is being implemented.
Posted Sep 26, 2024 - 12:16 CEST
Investigating
We have received reports of instability in the platform, only affecting a subset of customers.
We are investigating the issue. Updates will follow
Posted Sep 26, 2024 - 11:51 CEST
This incident affected: Agent Interface (Agent Interface).