On Tuesday the 29th of June 2021 at 11:03 am CEST / 5:03 am EST we received internal alerts and reports that there was latency in the agent interface.
The reported slowness was on updating conversations, agents' status not being aligned with their actual status and difficulties in adding attachments to conversations.
These latency issues could be resolved by agents for a period of time by refreshing Dixa.
After investigation, the root cause was due to an earlier scheduled maintenance of updating to a new data cluster. This move was imminent to be able to scale and provide new functionalities to the platform.
The issue was resolved 87 minutes later at 12.30 pm CEST / 6.30 am EST.
We 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 apologise for any inconvenience that this may have caused.