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Resolved Minor Slowness on the platform
We are currently experiencing some slowness on the platform impacting the access to the administration, the console and the loading of the tag on the website side. Our technical team is currently working to resolve the problem.
Resolved Minor WhatsApp : Problems sending and receiving messages
We are currently experiencing a problem sending or receiving messages on WhatsApps. Our technical team is currently working on resolving the issue. We thank you in advance for your patience.
Resolved Minor Loading problem on the visitor side
Since a few minutes, we detect loading errors on the visitor side of the iAdvize tag. This generates a decrease in the volume of conversations created. Our technical team is mobilized to solve this problem.
Resolved Minor Delay in the distribution of conversations
We detected a problem in the conversation distribution engine between 1:40pm (UTC+2) and 1:55pm (UTC+2) During this period, conversations could be created but were not distributed due to a delay in taking into account the distribution events. As a result, agents could receive conversations several minutes later. The problem is now solved. We are sorry for the inconvenience and thank you for your understanding.
Resolved Minor Desynchronization of the users' presence
On Monday, 18 October at around 4pm, a problem occurred on one of our two ejabberd instances that manages the proper functioning of XMPP (real-time message exchange protocol). Normally, this should not be a problem because the second instance takes over until the first one restarts. However, in this case, the restart was not done correctly, which generated presence desynchronization at the end of the day when the users disconnected. The disconnection was not always taken into account correctly, which meant that we considered users to be connected when they were not and vice versa. As a consequence, we were able to engage some visitors but the conversations could not be distributed due to the lack of real availability of agents. These conversations appear this morning for the concerned agents. Our technical team is currently investigating why the server restart did not take place as planned. In parallel, we are resynchronizing the presence of users who have not yet reconnected.
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