Agents disconnected and Offers not reaching the agent interface

Incident Report for Dixa

Resolved

Agents were briefly disconnected due to an unscheduled required update of a backend database. This prevented real-time notifications such as offers and presence from reaching agents in the front end. When no activity was detected for a period of time, their status was eventually set to away. In most circumstances, the connectivity was automatically restored within minutes after the database update was completed, but a page refresh was sometimes required.

Posted Apr 22, 2024 - 08:03 CEST