Inconsistencies in agent interface

This incident has been resolved. We apologise for the inconvenience it has caused.

Post mortem will be posted within 5 business days.

A solution has been implemented and we are monitoring the results.

The solution is being implemented and majority of cases affected by this incident are resolved by now. We are working on the remaining cases but the impact is very minor at this point.
We will keep updating this page when further progress is made.

We continue working on the solution as we see in some cases the conversations list shows conversations as open whereas it was already closed.
The conversations are being offered as intended and the number of the conversations in the backlog on the dashboard is correct, that means conversations will be offered to agents who are set to working in Dixa and assigned to the queue.

We are continuing to work on a fix to this issue and will provide the next status update by 9:30 am CEST on Wednesday.

After deploying an initial fix we can see significant improvement in the search results but in some cases we still observe an inconsistency between the number of the conversations on the dashboard and what is shown in the search. Therefore we continue working on the solution for this.

A fix has been implemented and we are monitoring the results.

Today, customers reported discrepancy issues between the dashboard, conversation overview and search.
Unfortunately, search and conversation overviews have been affected. The number of queued conversations showing in the dashboard is correct.

Our developers are working on a solution for the issue at hand - please accept our apologies for any inconvenience caused.

We will update this page with any new information regarding any progress.