Convoso incident
Agents may experience trouble logging in at this time
Convoso experienced a critical incident on July 18, 2024 affecting Dialer and Scripts, lasting 12h 31m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 18, 2024, 03:29 PM UTC
Our teams are actively investigating reports the Agent UI is not loading for our customers. This is a Priority 1 issue and we will provide updates as soon as possible.
- investigating Jul 18, 2024, 03:47 PM UTC
Our team continues to investigate this issue urgently. This is an all-hands situation and we are urgently working to resolve this. We apologize for the impact this has on your operations and appreciate your patience as we work to resolve this.
- identified Jul 18, 2024, 03:58 PM UTC
Our team has identified the issue and a fix has been deployed. Agents may be able to log in once again, but there is a possibility they may get disconnected. We are working urgently to stabilize the agent platform.
- monitoring Jul 18, 2024, 04:04 PM UTC
At this time, we are seeing most customers are able to log back in without further impact. We are closely monitoring this issue for reoccurrence. Once again we apologize for the impact this may have had on your daily operations.
- monitoring Jul 18, 2024, 04:37 PM UTC
While users should no longer experience impact at this time, we are keeping this issue open in Monitoring due to the possibility of reoccurrence.
- resolved Jul 19, 2024, 03:34 AM UTC
At this time, we have confirmed no additional impact was experienced after our previous update. We appreciate your patience today as we worked to identify, resolve, and monitor this issue and apologize for any impact that may have been seen on operations this morning. Customers who reported impact will receive an RFO as soon as investigations complete.