On October 19, 2015 / In Feature Status / by Jerome Mouton
RESOLVED: Max chat per agent issue
2:00 am Mountain Time Our hosting provider, Google Cloud Platform, completed their analysis of the issue causing the max chat per agent problem last night: “The detailed analysis showed that 10% of memcache set calls were failing between 20:00 and 20:15” (time from Google in Pacific Time). We have been monitoring the chat assignment closely for the past few hours, and we haven’t seen the issue recur. The problem therefore isolated to the 9:00pm to 9:15pm Mountain Time period, and impacted chat teams with high traffic, causing a few agents to receive more chats than specified in the team or agent max chat settings. No chat communication was impacted. Please, contact us if you have further questions.
9:50 pm Mountain Time We are seeing that some customers have agents getting more chat assigned to them than the maximum defined in the widget configuration or the agent specific configuration. We traced back the issue to a component of our hosting provider not fully behaving as expected. We have opened a ticket with our hosting provider to get this issue resolved as soon as possible. In the mean time, your agents might get impacted and receive a little bit more chat than the maximum you have defined for them. We will post an update as soon as this issue has been resolved.
On October 15, 2015 / In Feature Status / by
Chat Portal sound notification issue FIXED – please read below for important details!
Oct. 25: 9:55am Mountain Time We deployed a fix for the sound notification at 5am today. This fix resolves the sound notification delay experienced by Chrome 46 users, detailed in the October 23 update directly below.
Oct. 23: 4:30pm Mountain Time While we fixed the sound notification […]
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On October 13, 2015 / In Service Status / by Jerome Mouton
Chat Portal Issue Resolved
2:50 am Mountain time We have addressed the Chat Portal issue not showing the visitor new messages. We received confirmation that all messages are showing now. No need to reload or sign in again, you should see messages reaching your Chat Portal now. If you are still experiencing issues, please chat with us.
2:35 am Mountain time We are working on […]
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On June 23, 2015 / In Service Status / by Jerome Mouton
Chat Portal connectivity outage
Root cause analysis summary:
Our real-time communication service provider completed their root cause analysis of the issue which caused the Chat Portal connectivity outage on the late afternoon of June 23rd. Here is the short summary from Pusher.com: “We recently migrated our payment system and for some reasons your high message add-on wasn’t taken into account […]
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On June 19, 2015 / In Feature Status / by Ryan Graham
Chat Portal Map Issue Resolved
11:04 am We have a deployed an updated version of the Chat Portal that fixes the map issue. Please refresh your browser in order to make sure you have the latest version.
10:14 am We’re currently investing an issue with the visitor maps not loading correctly in the Chat Portal. We’ll post an update […]
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