Degraded Performance on Conversation Offers

Incident Report for Dixa

Postmortem

Dear customers,

On Wednesday the 29th of March at 11:32 am CEST we received reports of users not getting conversation offered.

Our engineers were immediately notified and started the investigation to find the root cause. A few minutes later, we identified an error in our offering service.

Our engineers implemented a fix that brought Dixa back to operational status at 11:43 am CEST.

We have taken action to prevent this from happening again and we sincerely apologize for the inconvenience this caused.

Posted Apr 04, 2023 - 09:28 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 Mar 29, 2023 - 13:57 CEST

Monitoring

We briefly experienced an issue between 11:32 and 11:43 am CEST manifesting with conversation not being offered to agents.

We are continuing to see stability across our platform. We will continue monitoring and follow up at 2:00 pm CEST.

Posted Mar 29, 2023 - 11:45 CEST

Investigating

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

Posted Mar 29, 2023 - 11:32 CEST

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