Outage in CM.com
Agent Inbox: slow responses
Resolved MinorIncident Report
Summary AI Generated
CM.com's Agent Inbox experienced slow loading and response issues for 7.2 hours due to a failed database index update during a release that caused database disruptions and task processing backlogs. The root cause was identified and resolved, with infrastructure scaled out to process the backlogged tasks and restore normal performance. The incident was fully resolved with Agent Inbox loading speeds and conversation processing returned to normal.
We have noticed issues regarding slow loading/not loading of the Agent Inbox. We are currently investigating this issue.
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Latest Updates ( sorted recent to last )
RESOLVED
3 days ago - at 04/22/2026 03:00PM
This incident has been resolved.
MONITORING
3 days ago - at 04/22/2026 11:47AM
We've found the issue that was blocking the processing of tasks and we are processing normally again for new traffic. This was also attributable to the failed release. Now that we've tackled the root cause, we're scaling out our infra to expedite the speed with which we can catch up on backlogged tasks.
IDENTIFIED
3 days ago - at 04/22/2026 09:47AM
We identified a release that contained an index update which inadvertently failed mid process causing database hick-ups.
This issue has been resolved, the performance (speed/loading of conversations) of the app is back to normal.
Our engineers are still working on restoring normal queue processing.
In/Outgoing traffic may still be delayed.
INVESTIGATING
3 days ago - at 04/22/2026 08:54AM
We are continuing to investigate this issue.
INVESTIGATING
3 days ago - at 04/22/2026 07:46AM
We have noticed issues regarding slow loading/not loading of the Agent Inbox. We are currently investigating this issue.
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