Webex Contact Center: Agents may be unable to access real-time reporting

Engineering has completed remediation activities, and services have been restored.

We will continue to monitor to ensure service stability.

Our engineering team confirms that services in the Canada region have been fully restored. For the US region, aside from the Supervisor Desktop Team Performance Widget reporting, all systems are functional and have been restored.

We are still actively working to resolve the issues affecting the Supervisor Desktop Team Performance Widget. We appreciate your patience during this time and will provide an update in one hour or when new information becomes available.

Our engineering team continues to work towards full service restoration. We will provide an update within one hour or as soon as new information becomes available.

Thank you for your continued patience as we address this service incident.

Engineering continues to work on mitigation and service restoration. Affected services are starting to improve and recover. In addition to the previously identified services, Engineering identified Digital Media Manager as having experienced an issue where agents were unable to end interactions. The impact on the Outdial and Digital channel has been successfully mitigated.

We will continue to monitor and work on restoring the remaining affected services. We apologize for the inconvenience this has caused.

Engineering continues to work on mitigation and service restoration. Upon further investigation, Engineering has identified additional impact to call analyzer and recording playback management, as recordings are not appearing in Recording Manager. Additionally, some agents are experiencing failures with outbound call delivery.

We appreciate your continued patience while we work to restore services and apologize for the inconvenience this may cause.

Our engineers are still investigating the incident. We will provide the next update in one hour or when new information becomes available.

Engineering continues to work diligently to restore services. We will share updates as they become available.

Thank you for your continued patience as we address this service incident.

Engineering has identified the issue and is working towards service restoration. In addition to the previously mentioned impact, users in the US as well as in Canada region are experiencing failures when attempting to access realtime and historical reports. Agents' state is not being updated in real-time reports, and as a result, agents may show an incorrect availability state. There is no impact to call delivery or agents' ability to handle customers and manage their availability state.

We appreciate your patience while we work to restore services and apologize for any inconvenience this may cause.

Engineering is investigating an issue that may prevent Webex Contact Center agents in the US & Canada regions from accessing real-time reporting.

We are working to restore the service and apologize for any inconvenience this may cause.