Outage in iAdvize (HA)

P2 - Problem of calculating the composition of routing groups impacting the distribution of conversations

Resolved Minor
March 22, 2023 - Started almost 2 years ago - Lasted about 2 hours
Official incident page

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Outage Details

Following the introduction of a regression this morning on a component used in the method of calculating the composition of routing groups (knowing which agents should be attached to a routing group), we note that the routing groups modified between 9am (CET) and 12pm (CET) today may be affected by this problem As a result, these groups may contain fewer users than they should and therefore some users may no longer receive conversations. We are currently working to resolve this issue by recalculating the composition of all affected distribution groups. We will get back to you as soon as the problem is resolved and thank you in advance for your patience.
Components affected
iAdvize (HA) Chat iAdvize (HA) Twitter iAdvize (HA) Facebook Messenger iAdvize (HA) Facebook iAdvize (HA) Distribution settings iAdvize (HA) Video iAdvize (HA) WhatsApp iAdvize (HA) Mobile SDK iAdvize (HA) Call iAdvize (HA) SMS
Latest Updates ( sorted recent to last )
RESOLVED almost 2 years ago - at 03/22/2023 05:03PM

The problem is now solved and the impacted routing groups are well up to date.
We close the incident and thank you again for your patience

IDENTIFIED almost 2 years ago - at 03/22/2023 03:30PM

Following the introduction of a regression this morning on a component used in the method of calculating the composition of routing groups (knowing which agents should be attached to a routing group), we note that the routing groups modified between 9am (CET) and 12pm (CET) today may be affected by this problem
As a result, these groups may contain fewer users than they should and therefore some users may no longer receive conversations.
We are currently working to resolve this issue by recalculating the composition of all affected distribution groups.
We will get back to you as soon as the problem is resolved and thank you in advance for your patience.

Latest iAdvize (HA) outages

Impossibility for visitors to start conversations - 4 days ago
(P1) - Disturbances on the platform - about 1 month ago
P3 - Disturbances on conversation routing - 3 months ago
P1 - Notifications might not be visible on your Website. - 4 months ago
[RESOLVED] P2 - Since the 7th of August 6pm CET, our presence and occupation reports are not updated - 5 months ago

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