Is Assembled down?

Between 2:07pm ET to 2:25pm ET, our retrieval of agent states and tickets was delayed and we were not receiving data during this time. Our engineering team has resolved the issue and is applying agent state exclusions for any affected customers during this time period.

We are currently experiencing degraded functionality and performance in some reporting services following the database maintenance performed earlier this week. Impacted components include Real-time overview and adherence metrics. A fix has been implemented, and functionality and performance are expected to recover gradually over the next day. We will continue to monitor the situation and provide updates.

We are seeing increase error rates in the Assembled app following the database maintenance, and we are currently investigating.

We have made some remediations and are monitoring the results on query latency.

We are continuing to investigate query latency and failure issues.

Query latency and failure issues have been remediated. However, we are still experiencing degraded functionality and performance in some reporting services such as Real-time overview and adherence metrics. We continue to expect gradual recovery over the next day. We will monitor the situation and provide updates.

Query latency and display issues are continuing to resolve. Some customers may still see incomplete or stale data in reporting services, including Team Performance, Agent Scorecard, and adherence metrics. Customers using channel-related filtering and dimensions may also see incorrect data. This is a display issue. Data is flowing correctly and there is no data loss outside of the original maintenance window. We expect full data visibility to be restored within the next 1–2 days. We will continue to monitor and provide updates.

We are investigating increase error rates in the Assembled app.

We have made some remediations and see that the error rates and latencies have gone down. We are continuing to monitor the state.

We continue to make progress on restoring full data visibility. Our team is actively working through the final steps of the fix. Note that full restoration is currently estimated for tomorrow, once all processes have completed. We will provide another update as work progresses.

Database functionality is continuing towards a fully restored state. Data is flowing correctly and we are seeing positive signal across reporting pages. Scheduled jobs are currently running to complete the restoration of all affected metrics. No action is needed on your end. Data will restore automatically once these jobs complete. We will post a final update confirming full resolution shortly.

All systems are restored and data is displaying as expected across all reporting pages. We will continue to monitor the situation.

After continued monitoring, we have confirmed that all systems remain fully restored and reporting data is displaying as expected. This incident is now resolved. Thank you for your patience throughout this process.

The previous, "Completed - The scheduled maintenance has been completed." was an automated update that was sent at the originally planned end time of the maintenance window. However, as stated in the maintenance window update, we have extended the maintenance window's end time by 4 hours. We apologize for any confusion this may have caused. The database is now running the new version, and we are validating the data. Once validation is complete, we will add agent state exclusions for the duration of the maintenance window. After that, we will resume metric computation for reports.

We have added agent state exclusions for the duration of the maintenance window. Metric computation for reports has resumed, and data is continuing to populate in reports.

Reporting data is now fully up to date. All operations related to the database upgrade are now complete.

We are currently investigating this issue.

The issue has been identified and a fix is being implemented.

This incident has been resolved. A database operation degraded performance, which caused pages across the product to become unresponsive. We’re reviewing our database operation safeguards and monitoring to reduce the likelihood of similar issues in the future.

We are currently investigating this issue.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.