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RESOLVED: Occurrence of chat routing inconsistenciesAll systems are back to normal

 

Feb. 24 8:07am Mountain time Our hosting provider has replaced the server component at the root cause of the small bursts of errors 10 minutes ago. If you still experience some chat routing inconsistencies, please come chat with us. We are continuing to monitor things on our end, and everything is looking fine.

Feb. 24 6:29am Mountain time Our hosting provider has isolated a component which seems to have been causing small bursts of errors over the past couple of days. It is most likely the root cause of chat routing inconsistencies that some clients have been experiencing (i.e. chats expired due to being idle not being timely closed, causing some agents to have chat slots blocked for a few additional minutes). We have confirmation that they are actively working on the issue. We will post an update when the problem is confirmed to have been addressed, or if they provide some ETA for resolution.

Feb. 24 2:17am Mountain time We have not been seeing any routing inconsistency anymore and haven’t had any client report for a few hours, but we are continuing to work with our hosting provider and extracting logs to assist them in their investigations. We are adding a few safety measures to better handle platform underlying latency to better cope with our hosting platform potential performance degradation. If you experience some issues, please come chat with us.

Feb. 23 4:02pm Mountain time We’ve been making some small adjustments to the system to help compensate for the some of the issues that our hosting provider is experiencing.

Feb. 23 12:57pm Mountain time We’re still continuing to look into this issue with our hosting provider to determine the source of the problem. We’ll continue to update this post as we learn more.

Feb. 23 10:47am Mountain time Some customers have reported chat routing inconsistencies. We are currently investigating this issue with our hosting provider and are working to quickly identify and resolve this issue.

Published February 23, 2016

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