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RESOLVED: Chat routing inconsistency
All systems are back to normal

2:28 am Mountain time We started rolling out a change in our chat routing logic 10 minutes ago, and we are seeing this new code not performing as anticipated. Some chat agents are getting more chats than expected, some chats in broadcast mode are not reaching out all the agents. Only a subset of customers are impacted. We are initiating a roll back to return to the chat routing logic without this change causing some issues.

2:44 am Mountain time We have rolled back the code change, and cleaned up the chat routing information. Customers who experienced some inconsistency in the last 20 minutes should not see any weirdness anymore.

We truly apologize for this incident. We push updates and improvements to the SnapEngage service daily, and we always run extensive testing to prevent such incidents. Our test coverage missed some scenario, and we will correct that to avoid such an issue to happen in the future.

Published December 1, 2015

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