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Resolved – Chats not queuing when team is at maximum capacity
All systems are back to normal

December 24, 2018 10:21am MST – We have determined that the duration span of this issue was shorter than initially assessed. The issue started on Wednesday December 19th  at 8:06am MST and was fully resolved on Friday December 21st at 4:37am MST.

December 21, 2018 3:03pm MST – The chats impacted by this incident have all been re-processed and have been added in the analytics and sent to the destination. These chats are showing in the Logs as not responded by an agent, and with a very long duration (end time was in the last hour). We appreciate your patience while we were working on mitigating this issue. Please feel free to reach out to us at Warmest wishes for a happy holiday season and a wonderful new year.

December 21, 2018 4:45am MST – The fix for the chat queuing issue has been deployed to our production systems. We are now assessing the impacted clients, and preparing a batch processing of the unanswered chats during the impacted periods to our clients configured destinations . We have identified that this issue impacted chats that should have entered the waiting queue on December 14th between 2:51am and 4:43am, and then from December 18th 8:45am and December 21st at 4:37am. We will post another update once all the impacted visitor requests will have been sent to the configured destination (your CRM, your helpdesk, your email, etc.). We have verified that clients on the EU hosted SnapEngage and on single-tenant instances were not impacted.

December 21, 2018 3:02am MST – The issue has been identified, a fix will be deployed in the next hour.

December 21, 2018 2:05am MST – We have identified a technical issue which has been causing the chat queuing over the team capacity to not function as expected for the last day. We are assessing the issue, and will post an update in an hour.

Published December 21, 2018