Puzzel Outage History

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.

Puzzel Sales Intelligence experienced a major incident that prevented customers from accessing the service. The outage affected the Products component and lasted 36 minutes while the Engineering team investigated and resolved the issue. The incident has been resolved, restoring normal service access for customers.

Puzzel SMS Services experienced an incident where customers were unable to receive incoming messages (MO/DR). The issue affected the Additional Services component and lasted for 3.3 hours. Puzzel engineers worked to resolve the problem, with the incident being classified as minor severity.

Puzzel experienced a major incident affecting their Conversational Intelligence and Co-Pilot services, preventing customers from accessing these features. The engineering teams investigated and resolved the access issues as a priority. The incident lasted approximately 1.6 hours and impacted the Products and Additional Services components.

Puzzel Case Management service experienced an incident lasting 1.6 hours where some customers could not access the service and encountered intermittent 502 errors. The issue specifically affected customers hosted in AWS, and Puzzel's Operations team investigated and resolved the access problems as a priority.