On Friday, 17th of September 2021 at 11.48 CEST Dixa started receiving reports that some customers are experiencing difficulties with the Agent Interface. The platform was unresponsive on offers and manually claiming conversation. The chat conversations were not being offered and it was not possible to pick up telephony calls.
Shortly before the reports from customers Dixa received an alert from a monitoring tool which was showing an increased number of application errors.
At 12.06 CEST, the numbers in the monitoring tool returned to a normal state and were showing stable performance. Internal tests of agent interface confirmed that all parts of the system were fully functional again.
We performed a Root Cause Analysis of this incident and are implementing solutions in order to prevent such instances from happening in the future.