Contact Center

Americas Contact Center Contact Center Login Authentication Services and Administration Portal
 
[closed]

8x8 is investigating intermittent reports of agents not being able to view the Agent Workspace after successfully logging into the application panel. After logging out and re-logging in they are able to log back in. Logged-in users are not experiencing any issues. We are currently investigating and will provide updates as they become available. 

 
Our engineers are currently working to resolve the issue as a matter of urgency. If An agent is experiencing the issue please ask them to log out of the application panel using the log-out option in the top right-hand corner of the page, and then attempt to log back in.  We will continue to provide updates as they become available. 
 
Most agents are able to load the application panel with their Agent Workspace option successfully. For those who are unable to view the Icon, logging out and back in successfully loads the Agent Workspace option. We're continuing to investigate the intermittent nature of the Agent Workspace option not displaying. 
 

8x8 is seeing all logins correctly loading the Agent Workspace option at this moment. We're continuing to monitor to ensure the application panel loads this option successfully. If any agent previously experienced the missing option in the application panel, please have them log out and re-try. 

 

8x8 has resolved the issue causing the intermittent page loading issues. We are investigating the root cause and we apologize for the inconvenience. 

Americas Contact Center Contact Center US1 NA1 NA2 NA3 NA4 NA5 NA6 NA11 NA12 NA13 NA14 NA15 SB1
 
[closed]

8x8 is investigating intermittent reports of inbound connection issues for some US1 Contact Center Customers. We are investigating and will provide updates as they become available. 

 

8x8 is continuing to investigate the cause for some inbound calls not completing their destinations. We'll continue to provide updates as they become available. 

 

8x8 has mitigated the issue causing inbound calls to fail. We should not see all call connection issues resolved. We are monitoring and will provide a final update once fully confirmed. 

 

8x8 has resolved the issue impacting the identified US1 calling failures. 8x8 is investigating the root cause and we apologize for the interruption. 

Americas Contact Center Contact Center US1 Contact Center US2 Contact Center Login Authentication Services and Administration Portal NA1 NA2 NA7 NA3 NA8 NA4 NA9 NA5 NA10 NA6 NA17 NA11 NA18 NA12 NA19 NA13 NA20 NA14 NA27 NA15 NA28 SB1 NA29 NA37 NA38 NA30 NA39
 
[closed]

8x8 is investigating reports of agents getting logged out of Agent Workspace without the ability to log back in. We are investigating the issue and will provide details as they become available. 

 

8x8 has identified an issue causing login issues only on contact center users on the US1 data center. US2 data center customers are operating normally. We are currently working on restoration and will continue to provide updates as they become available. 

 
Our engineers are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available. 
 

8x8 has restored login functionality for Agent Workspace users in US1. Please have your contact center agents retry to login. We are currently monitoring and will provide a final update once fully confirmed. 

 

8x8 has confirmed that login functionality has been fully restored. 8x8 is investigating the root cause and we apologize for the inconvenience. 

Americas Service portals Contact Center Admin Console (AC) Contact Center Login Authentication Services and Administration Portal
 
[closed]

8x8 is investigating reports from customers where some contact center agents are missing their Contact Center tile option after successfully logging into the 8x8 Application Panel. While we investigate the issue if you have agent details for whom this issue is present, please create a support ticket so we can investigate. We'll continue to investigate and provide updates as they become available. 

 

8x8 is continuing to investigate the issue. If you are experiencing the issue please contact support to continue to troubleshoot the missing login option for affected agents. We'll continue to provide updates as the investigation continues. 

 

8x8 has identified the issue causing Agent Workspace panels to be missing form the application panel. The issue is now resolved.   We are monitoring and will provide a final update once fully confirmed. 

 

8x8 has confirmed the resolution of the issue causing some agents to not load the Agent Workspace application option. Please refresh the page or log back in to confirm. We are investigating the root cause and we apologize for the inconvenience. 

Americas Contact Center Contact Center US1 NA4
 
[closed]

8x8 is investigating reports of intermittent login and performance issues at our NA4 contact center cluster. We have identified the cause and are working to restore normal performance. We'll provide updates as they become available. 

 
8x8 has seen stability for the previous 20 minutes however we are still investigating the cause and continue to investigate and monitor. We will continue to provide updates as they become available. 
 
8x8 engineers have discovered the root cause and all systems should now be operational. We'll continue to monitor and provide a final update once fully confirmed. 
 

8x8 has fully resolved the issue impacting the identified services. 8x8 is investigating the root cause and we apologize for the inconvenience. 

Americas Contact Center Contact Center US2 NA10
 
[closed]

8x8 performed an emergency platform switch for some Contact Center customers on the NA10 platform at 9:34 AM pacific (12:34 PM Eastern). The platform switch was complete. Agents should log out and back in to resume normal operation. We're investigating the root cause and we apologize for the inconvenience. 

 

8x8 has reopened this incident to investigate some continued impact after the platform switch. 8x8 is currently investigating and will provide updates as they become available. 

 

8x8 has resolved an issue with some tenants that did not properly respond to the platform switch. We have confirmed that those tenants are now operational. If an agent is experiencing issues, please ensure they log out and back in. We are currently monitoring and will update once we confirm all is fully resolved.

 

8x8 has seen continued stability since the resolution time of 10:00AM Pacific (1pm Eastern). Some contact center analytics dashboards may display inaccurate while data is syncing in the analytics platform. We'll continue to monitor and provide updates as they become available. 

 

8x8 has since seen the full restoration of the remaining analytics dashboard inconsistencies. We are closing this incident as resolved and will be investigating the root cause. We apologize for the inconvenience. 

Americas Contact Center Contact Center US1 NA5
 
[closed]

8x8 is investigating reports of some contact center tenants on NA5 platform improperly routing calls from queues to agents. Agents may not be offered queue calls when available. We are investigating and will provide updates as they become available. 


 

8x8 has identified the issue causing the issues and performed an emergency platform switch for the identified tenants affected to resolve the queue routing issues.  We are currently monitoring and will provide further updates once confirmed resolved. Platform details can be found here: Platform switch.

 

8x8 has confirmed that a platform switch resolved the issue for the identified tenants. 8x8 is performing a full root cause investigation into the matter and we apologize for the interruption. 

Americas Contact Center Contact Center ON1 BC1 BC2
 
[closed]

An 8x8 scheduled maintenance is currently taking longer than initially planned. Our Operations team are actively engaged and working to complete the maintenance process.

We expect this to be completed within the next 20 to 30 minutes. Additional information will be provided if this is completed earlier.

We would like to apologize for the extended maintenance window and please rest assured that we are actively working to minimize the time of impact.

 

8x8 Operations team have successfully recovered BC2 and BC3 clusters and continue working on restoring full service for the BC1 cluster. 

We will provide updates as the maintenance operation comes to completion.

Thank you for your patience and understanding!

 

8x8 Operations team has fully restored service functionality of the entire platform since 22:59 PST/06:59 UTC. In the mean time support continued to monitor service stability.

Having received confirmation that the service is now stable, we will proceed with closing off the Status Cast alert.

We would like to apologize again for the extended maintenance window time and for any inconvenience this might have brought.

Americas Contact Center Contact Center Login Authentication Services and Administration Portal
 
[closed]

8x8 has observed issues with some 8x8 Contact Center customers not being able to load CRM Cases and records or Emails from the Agent Workspace interface. We are currently investigating and we'll provide updates as they become available. 

 
Our engineers are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available. 
 

8x8 has mitigated the issue causing the symptoms on the identified platforms.  We are currently monitoring and will provide further updates before closing the alert. 

 

8x8's mitigation is confirmed to have resolved the symptoms for those customers affected. If you are still experiencing issues please contact support to further troubleshoot. A root cause investigation is underway and we apologize for the inconvenience. 

Americas Contact Center Analytics Contact Center Login Authentication Services and Administration Portal
 
[closed] 8x8 is investigating reports of call recording playback receiving errors in 8x8 Agent and Supervisor Workspace and also in the 8x8 Quality Management Analytics. We will provide updates as they become available.
 
Our engineers are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available. 
 
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. 
 

8x8 has resolved the issue causing a delay in availability, however some recordings are still processing and are not yet available for playback. 8x8 estimates this can some hours, however we will continue to post updates once we have a more accurate determination on the estimated time for all recordings to become available. No recordings have been lost and all will be available once we complete the processing of them for playback. Next update will be at 3:00 PM Pacific (6:00PM Eastern)

 

8x8 has continued to see a decrease in the number of calls still processing. We expect all calls to be fully processed and available before the start of next business day. We'll provide an update on the processing progress at 8pm Pacific time (11pm Eastern) or as an update becomes available. 

 

8x8 has observed all backlog of recordings being cleared. All past recordings are now available and new recordings are available for playback under normal performance metrics. We are doing a full root cause analysis and we apologize for the inconvenience.