Puzzel Outage History

Some users experienced login failures with the Puzzel Contact Centre Agent Application for 52 minutes. The incident affected the Products component and prevented agents from accessing the application. The issue was resolved after users were advised to restart their browsers and clear cache/cookies as a workaround.

Puzzel's Virtual Agent service experienced a 5-hour outage affecting customers hosted in Scaleway, with chatbots becoming unavailable or unresponsive due to a disruption at their infrastructure provider's data center. The incident impacted the Products component and caused business disruption for affected customers. Services recovered after the infrastructure provider resolved the underlying data center issue.

Puzzel experienced a service incident affecting call quality for UK customers using their Contact Centre voice channel services. The incident impacted the Voice Channel Regions component and lasted 56 minutes. Engineers investigated and resolved the call quality issues that were affecting UK-based contact center operations.

Puzzel Contact Centre services experienced a minor incident where some customers were unable to log into profiles in the Agent Application. The issue affected the Products component and lasted approximately 20 minutes. The Operations team investigated and resolved the login problems as a priority.

A major incident with one of Puzzel's SMS routing partners disrupted SMS services for 63.8 hours, affecting the Additional Services component. Puzzel engineers successfully rerouted outbound SMS traffic through an alternative carrier, but some customers experienced issues with inbound SMS messages not being received. The incident was resolved once the SMS routing partner confirmed their services were restored.

The Puzzel Contact Centre Agent Application experienced login issues that prevented customers from accessing the system. The incident affected the Products component and lasted 28 minutes while engineering teams investigated and resolved the problem.

Puzzel WFM customers hosted on the UK1 Azure platform experienced access issues with the WFM Agent Interface during a 56-minute service disruption. Engineering teams investigated and worked to identify the root cause and restore normal service functionality.

Puzzel Contact Centre experienced delays in generating RawData, affecting the Additional Services component for 1.3 hours. The engineering team actively worked to resolve the data generation issue as a priority. The incident was classified as minor status.

Puzzel experienced a 6-hour incident affecting multiple services including SMS, Knowledgebase, Customer Insight, the Agent Application, Verint, and Raw Data, with customers experiencing degraded performance or complete unavailability. Engineering teams identified a potential issue at one of their sites and worked with suppliers to address the root cause, deploying onsite engineers for remediation. The incident also caused the postponement of scheduled maintenance that evening.

Puzzel's Conversational Intelligence service experienced a disruption caused by a third-party provider issue, affecting customers' ability to import new conversations, play back audio, and generate key-topics sessions. The incident lasted 2.8 hours while Puzzel engineers worked directly with the provider to resolve the underlying problem.