Outage in Glia

Operators are unable to Engage with Visitors

Resolved Major
May 10, 2023 - Started over 2 years ago - Lasted 33 minutes
Official incident page

Incident Report

Some customers are seeing engagements not connecting and visitors unable to enqueue. We’re aware of the issue and are working on it urgently.

Please know our teams are working hard to get everything up and running, and we will update as we have new information or within the next 60 mins.
Components affected
Glia Overall System Status

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Latest Updates ( sorted recent to last )
RESOLVED over 2 years ago - at 05/10/2023 04:50PM

Our telemetry shows that all systems are back to be fully operational.
Visitors are able engage with Operators

MONITORING over 2 years ago - at 05/10/2023 04:44PM

Our telemetry is showing normal service levels. Our Operations team continues to monitor the incident.

IDENTIFIED over 2 years ago - at 05/10/2023 04:43PM

Our operations team has identified a source of large number of requests resulting in error and have applied a configuration change. Telemetry shows the number of errors decreasing and other monitors recovering.
Visitor are able to engage and interact with Operatos

INVESTIGATING over 2 years ago - at 05/10/2023 04:38PM

We are continuing to investigate this issue.

INVESTIGATING over 2 years ago - at 05/10/2023 04:28PM

Some customers are seeing engagements not connecting and visitors unable to enqueue. We’re aware of the issue and are working on it urgently.

Please know our teams are working hard to get everything up and running, and we will update as we have new information or within the next 60 mins.

Latest Glia outages

[All GVA users] Potential degraded Virtual Assistant performance - 25 days ago
Elevated number of errors in our telemetry for SMS - 25 days ago
[All GVA users] Virtual Assistant service disruption - about 2 months ago
Delay in Historical Reporting and Statistics - 2 months ago
GVA Service is Unavailable - 3 months ago

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