Call Quality and Latency Degradation

Data, Monitoring, and testing has confirmed recent fixes have resolved this issue.

We are continuing to monitor and test to validate improvement following our recent 2 fixes.

We are continuing working through our second fix and will update this page when it is complete.

Our initial fix is showing significant effectiveness, drastically improving the timeliness of Sharpen Q voice interaction related interactions. Call delivery, answer times, and interaction call controls should mostly be restored at this point. We've identified an additional fix which will bring further improvements shortly.

We are continuing to investigate this issue. We have introduced 1 fix and are working on another which we expect will improve performance.

We are continuing to investigate the issue. We're receiving additional reports of some users experiencing intermittent 504 Gateway timeout errors. We are including this symptom in our investigation as it likely shares the same root cause.

Thank you for your continued patience. We continue to aggressively address the intermittent service degradation impacting call connection times (agent-caller delay) and interface responsiveness. We will continue to pursue resolution as soon as possible.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

Thank you for your continued patience. We are continuing to investigate the issue with all necessary resources involved. The problem is localized, but thus far our remediation efforts have not sufficiently remediated impact. We are continuing to explore all options to resolve the issue.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We are continuing to investigate the issue and have all necessary resources engage to resolve the issue as soon as possible.

We are currently investigating reports of degraded call quality affecting some customers, intermittently. The following behaviors have been reported beginning around 12:00 PM ET:

- Delays (up to 25+ seconds) between a call connecting and the interaction appearing in the agent interface
- Dead air on inbound calls prior to ringing and after agent answer
- Calls populating in queue but experiencing delays before being assigned to an agent
- Absence of hold music for callers waiting in queue
- Inability to place calls on hold

Our team is actively investigating the cause. We will provide an update as soon as additional information is available.

Affected: Voice interactions