Webex Contact Center: Agents may experience delays accessing real-time reporting data

Engineering has completed remediation activities and services are now restored.

We will continue to monitor to ensure service stability.

Engineering continues to investigate the incident. The next update will be provided in one hour or sooner if additional information becomes available.

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

While the majority of services have recovered, our engineers are still investigating the incident and working towards full service restoration. We will provide the next update in one hour or when new information becomes available.

Thank you for your continued patience and we apologize for any inconvenience this may cause.

The majority of services have recovered. Some users may still experience delays accessing real-time reporting and recordings while services fully recover.

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

Engineering is starting to see signs of recovery with the affected services.

We are continuing our efforts towards full restoration and will provide additional updates as they become available.

Engineering continues to work on mitigation and service restoration. Upon further investigation, Engineering has identified additional impact to Digital Media Manager as having experienced an issue where agents are unable to end interactions, as well as Virtual Voice Agent resulting in text to speech failures. Additionally, data reporting related API will be impacted. Any API that uses connector invoked from Flow Control script will fail.

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

In addition to the previously reported impact, Engineering has identified that some users are unable to view recordings in the Recording Manager. Additionally, there is impact to the outbound Dialer, and some agents are experiencing call disconnects.

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

Engineering is investigating an issue that may prevent Webex Contact Center agents from accessing real-time reporting. Additionally, Agent status is not being updated in real-time reports, and hence agents may show an incorrect availability state.

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