Convoso incident
Customers may experience users timing out, resulting in Forced Pauses intermittently
Convoso experienced a minor incident on May 7, 2024 affecting Dialer, lasting 1h 22m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified May 07, 2024, 02:31 PM UTC
Some customers may experience their agents timing out, resulting in Forced Pauses, at this time due to a failsafe triggering. We have identified the cause and are working to resolve this at a Priority 1 importance.
- identified May 07, 2024, 02:35 PM UTC
For impacted customers, please have your agents log out and back in to correct any impact. You may need to log out users from the Agent Monitor if they are unable to log back in.
- monitoring May 07, 2024, 03:24 PM UTC
Adjustments have been made to prevent this issue from occurring once again. Customers should be able to log back in at this time without further impact. Our team is vigilantly monitoring to verify full resolution at this time. We appreciate your patience as we work to resolve this issue.
- resolved May 07, 2024, 03:41 PM UTC
As of 8:23 AM PST, this issue has been resolved. We will send an RFO as soon as possible to customers who reported impact. We apologize for any disruption and appreciate your patience as we worked urgently to resolve this.