Good morning, Denali users:
The development team has identified an issue that can cause the user interface to lag and buttons to be unresponsive or experience a delayed response when pressed. The team is currently working to address this. Updates will be posted here as they become available.
UPDATE - 4/26 9:30a PDT: We are continuing to work on this issue with all available resources. Performance is stabilizing for most users, but we're still seeing some delays in a few areas. Another update will be posted here as soon as we have more information.
UPDATE - 4/26 10:45a PDT: Progress is being made towards 100% restoration of speedy service. Several options are being tested.
UPDATE - 4/26 12:00p PDT: We are preparing to deploy an update in approximately 15 minutes which should help smooth out performance while we continue to work on the long term update.
UPDATE - 4/26 12:36p PDT: We have completed an update. It is significantly more stable, but will remain slightly slow as the backup begins to clear. We are also working on two other updates which should be ready this afternoon.
UPDATE - 4/26 1:20p PDT: Our last update brought the system back to full health. All testing is good across the board. The backlog will continue to clear over the next hour or so. A more detailed incident report including steps taken and next steps will be provided as an update to this post as soon as it becomes available.
Comments
4 comments
Our agents are definitely seeing slowness and lagging. We will hang in there and let you know if it turns into unresponsiveness.
Inbound calls are still impacted - FYI. Agents are unable to answer Inbound calls presented to them in the dialer (while Inbound Ready and Connected, and while Inbound Ready and not connected).
Reps cannot answer inbound calls on our side either. Additionally these are other issues going on, not sure if they are related but pointing them out just in case:
- It takes up to 30 seconds to dial a call which is a huge lag.
- Reps also can’t hang up because the activity screen isn’t populating on the right side.
- When missed calls come through reps cannot click from the history tab and have the contact open up
Even after a Hard Reload, we are still experiencing delays in the response of the dialer panel for inbound calls. Agents need to click the buttons several times (answer, merge, leave merged call, disconnect, disposition, etc) before the dialer accurately responds.
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