SharpenCX Outage History

We are currently investigating an issue that's causing between 30 and 45% of inbound calls to be dropped if they have been transferred to Sharpen Q from a Logic+ IVR. All necessary resources are engaged to identify and resolve this issue.

This has been isolated to a very small set of customers. The majority of users are not impacted by this incident. We continue our investigation to identify and correct this issue.

We're currently investigating an issue affecting customers in IZ0 where the Insights page and dashboards are not loading as expected. Users may see partial content or a blank screen when accessing these features.

We’ve detected a partial disruption to caller ID name lookups in Sharpen Q. Some users might see "Unknown Caller" displayed for the caller ID name on certain incoming voice calls. We’ve pinpointed the problem to our supporting callerID lookup provider and are actively working to fix it as quickly as possible. Though some caller ID names are missing, calls are still routing normally and displaying the correct caller ID number.

We are aware of an issue impacting Sharpen Q operations in our IZ0 isolation zone. We have all resources engaged to resolve the issue as soon as possible.

We're aware of an issue for customers hosted within our IZ0 infrastructure - where app behavior is significantly delayed/unresponsive. Symptoms range from seeing a "Connecting..." overlay appear in the Sharpen Q application, to being unable to answer interactions in a timely fashion. End users may also be experiencing problems with modifying their status or logging in/out of the application. We have all technical resources engaged at this time and are actively troubleshooting the issue.

We're aware of an ongoing issue with the Sharpen Insights application suite - where navigating in-app, loading a saved Dashboard link, etc results in a blank white screen for all users. The issue has been reproduced by our Care Team in both IZ0 and IZ1 portions of our infrastructure. We're working to identify the underlying issue, and will share additional details as more information becomes available.

At approximately 12:45PM Eastern, our infrastructure team received an alert tied to Database availability. Services have automatically failed over to our backup infrastructure, and we're actively investigating the underlying cause - while performing additional process/app validations.

Customers running within our IZ1 infrastructure may notice delays with getting logged into the application. Upon navigating to app.iz1.sharpen.cx, it is taking upwards of 30 seconds for a login attempt to complete. Users may also experience delays with navigating between pages/toolsets in the Admin application.

We have received reports of agents being unable to place outbound calls from the IZ1 isolation zone. We are investigating and will post updates here as more information is available.

We continue to investigate this behavior with our internal development and infrastructure teams. Once an update is available we will post it here.

We continue to narrow down on the issue internally and hope to have an update shortly.

Thank you for your patience as we work through this impacting event. Investigation continues into the cause of the behavior. You may see different unexpected behaviors with Sharpen Q as we work through mitigating efforts to resolve the issue.

We are aware of a potential service disruption in our IZ1 isolation zone. We have all necessary resources engaged to restore service. Additional details will be provided soon.

Users of the Sharpen Q platform within our IZ1 isolation zone (app.iz1.sharpen.cx) may have experienced intermittent degradation starting at 4:22 PM EDT. All necessary resources are engaged and working to fully restore service as soon as possible

We are aware of an issue impacting caller ID names displaying as "Unknown Caller". This is an expected fallback for a name lookup failure with our carrier. We are currently working with our vendor to resolve.