This component was added for status tracking and visibility on the status page.

The fix for the connectivity and timing issues has been deployed and verified.

The publishing delay has been resolved, and all previously affected knowledge bases have been restored.

Agent designer issues have been resolved and the application should be working as expected now.

Maintenance has completed

The elevated latency issue has been resolved.

Chat systems are now working as expected

Latency issues have been resolved. We will continue to implement improvements to help prevent recurrence.

User now able to escalate

The issue is now resolved and voice calls are processed again.

This issue has been resolved.

The issue has been resolved.

Component: Voice Calls

Impact: Full Outage → Resolved

Update 1 — Investigating 4:25PM

We are aware of an issue affecting voice calls. Some customers may be unable to connect or experience dropped calls. We are actively investigating and will provide updates as we learn more.

Update 2 — Identified 4:45PM

We have identified the cause of the voice call disruption and are implementing a fix. We expect services to begin recovering shortly.

Update 3 — Resolved 4:55PM

The issue affecting voice calls has been resolved. All voice services are now operating normally. We apologize for the disruption and will continue monitoring to ensure stability.

Ticket creation was unavailable to some customers

Our backend processing delays have been fully resolved, and the system is operating normally again.

Our provider has resolved the issue and crawls are working again. Any previously scheduled crawls were not canceled and will still run.

The fix has been deployed to prod. Editing manual docs will no longer result in duplicate documents.

Existing duplicates can be resolved using this workaround: mark the older one of the duplicated docs as NEVER, and change the inclusion status using the action bar on the knowledge page (instead of "editing doc"). Maven agent behavior should not be affected.