Degraded performance

Incident Report for Dixa

Postmortem

At 09:31 UTC on November 18th of 2022, we were notified that the agent status did not switch to away if a conversation offer timed out

Our engineers immediately started working on identifying the root cause.

At 10:07 UTC, our engineers identified the issue to be related to a disconnected service that was not in synch with the underlining offer logic.

At 10:17 UTC, the incident was resolved by restarting the service. We have performed a Root Cause Analysis of this incident and are implementing solutions in order to prevent such instances from happening in the future.

We sincerely apologize for any inconvenience that this may have caused.

Posted Dec 16, 2022 - 13:20 CET

Resolved

This incident has been resolved.

Posted Nov 18, 2022 - 11:24 CET

Identified

We have implemented a fix and the offers are back to normal. We're monitoring now

Posted Nov 18, 2022 - 11:20 CET

Update

Update: After further investigation, we have found that a conversation that was timed out will not be offered to the next available agent. As a workaround, the agent for which the conversation offer was timed out should toggle themselves away and online again.

We have identified the issue and we're working of a fix

Posted Nov 18, 2022 - 11:13 CET

Update

We're currently experiencing an issue with conversation offers. An agent who does not accept a conversation offer does not change status to "away".

Posted Nov 18, 2022 - 10:44 CET

Investigating

We have received reports of instability in the platform. We are investigating the issue. Updates will follow

Posted Nov 18, 2022 - 10:31 CET

This incident affected: Agent Interface (Conversation Offers (WSS connection)).