17:19 UTC | 09:19 PT
Talk performance concerns on Pod 14 are resolved.
17:07 UTC | 09:07 PT
Talk issues on Pod 14 have improved. Please reach out if you are still seeing errors.
16:39 UTC | 08:39 PT
We’re investigating performance issues that some Talk customers on pod 14 are currently experiencing. We apologize for the inconvenience.
Some customers experienced issues with wrap-up mode in Talk. Specifically, agents were unable to exit wrap-up mode after a call, leading to those agents appearing offline and being unable to receive new calls. Because of increased response times from DB queries due to the DBs being overloaded, we started seeing increased response time on the endpoint that is used to transition calls (create a new call, agent wrap-up exit). After the spike in response times, the issue self resolved. In order to prevent this from happening again in the future, we are working to improve DB capacity and more evenly distribute accounts across POD 14 to improve performance.
FOR MORE INFORMATION
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