Transactions not being offered to some Contact Center agents.
Transactions not being offered to some Contact Center agents.
2023-08-30T23:17:00.0000000Z
2023-08-30T23:17:00.0000000Z
8x8 is investigating reports of some contact center customers having calls in queues not being offered to available agents. This also include outbound contact center calls where the transaction is not being offered to Agent Workspace. We are currently working on this issue. A verified solution is to re-save the agent workplace number. This solution can be implemented for affected agents while we investigate the issue.
Agent steps:
Please ask agents to change the workplace number to an alternate number, save and then change it back to its original number and save a 2nd time. If this does not resolve the issue, please re-engage support with call failure transaction ID numbers to continue troubleshooting.
Below are instructions on how to complete this task.
2023-08-30T23:39:00.0000000Z
2023-08-30T23:39:00.0000000Z
Our engineers are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available. While we work to resolve this please apply the following solution.
A verified solution is to re-save the agent workplace number. This solution can be implemented for affected agents while we investigate the issue.
Agent steps:
Please ask agents to change the workplace number to an alternate number, save and then change it back to its original number and save a 2nd time. If this does not resolve the issue, please re-engage support with call failure transaction ID numbers to continue troubleshooting.
Below are instructions on how to complete this task.
2023-08-30T23:54:00.0000000Z
2023-08-30T23:54:00.0000000Z
8x8 engineers continue to work towards resolution of the issue. We will continue to provide updates as they become available and we apologize for the inconvenience.
2023-08-31T00:05:00.0000000Z
2023-08-31T00:05:00.0000000Z
We are doing our very best to get this issue resolved as a matter of priority, we thank you for your patience. We will provide further update as they become available and we again apologize for the inconvenience.
2023-08-31T00:35:00.0000000Z
2023-08-31T00:35:00.0000000Z
We are doing our very best to get the incident resolved as a matter of priority and we thank you for your patience.
A verified solution is to re-save the agent workplace number. This solution can be implemented for affected agents while we investigate the issue.
Agent steps:
Please ask agents to change the workplace number to an alternate number, save and then change it back to its original number and save a 2nd time. If this does not resolve the issue, please re-engage support with call failure transaction ID numbers to continue troubleshooting.
Below are instructions on how to complete this task.
We apologize for the delay in resolving the issue.
2023-08-31T01:05:00.0000000Z
2023-08-31T01:05:00.0000000Z
8x8 engineers continue to work towards resolution of the issue. We will continue to provide updates as they become available and we apologize for the inconvenience.
A verified solution is to re-save the agent workplace number. This solution can be implemented for affected agents while we investigate the issue.
Agent steps:
Please ask agents to change the workplace number to an alternate number, save and then change it back to its original number and save a 2nd time. If this does not resolve the issue, please re-engage support with call failure transaction ID numbers to continue troubleshooting.
Below are instructions on how to complete this task.
We apologize for the delay in resolving the issue.
2023-08-31T01:31:00.0000000Z
2023-08-31T01:31:00.0000000Z
8x8 has rolled out mitigation that has confirmed resolution for AU region contact center tenants. 8x8 is working on applying this mitigation to remaining contact center regions including the US.
To ensure you are fully informed of the progress being made, we will provide you with regular updates via this platform every 60 minutes or until a significant update becomes available. We apologize for the delay in resolving the issue.
2023-08-31T02:31:00.0000000Z
2023-08-31T02:31:00.0000000Z
8x8 has finished implementing mitigation in all contact center regions. We expect all users to be offered transactions as normal as of 7:15 PM pacific (12:15 PM AEST). We are currently monitoring and verifying confirmation at this time. If you are still experiencing issues with transactions not being offered to contact center agents please contact support to continue troubleshooting. We'll provide a final update once we confirm the mitigation is verified.
2023-08-31T03:25:00.0000000Z
2023-08-31T03:25:00.0000000Z
8x8 has observed and confirmed resolution for the remaining customers. We are now closing out this incident as resolved and are performing a full root cause analysis on this event. We apologize for the impact this has caused.