Agent Dashboard updates Delayed

Summary

Agent Dashboard updates Delayed

This incident has been resolved.

• Started

  Aug 28, 2026 · 9:36 AM

• Resolved

  Aug 29, 2026 · 11:43 AM

• Duration

  1d 2h 6m

• Severity

  Minor

• ◐

  Investigating

  Aug 28 · 9:36 AM CallPotential

  We are currently investigating an issue causing the Call Center Agent Dashboard to display agent statuses with a delay. At this time, the issue appears to be limited to the dashboard display and does not appear to impact call functionality. However, we understand that delayed status updates can make it difficult to accurately monitor call center activity. Our team is actively working to identify the cause and resolve the issue as quickly as possible. We will provide another update as soon as additional information is available. Thank you for your patience and understanding while we work to resolve this issue.

• ◐

  Investigating

  Aug 28 · 11:59 AM CallPotential

  Our team is currently making adjustments to the dashboard and preparing an update to correct the inaccurate agent and queue status information. The update is expected to be available shortly. Once it has been deployed, we will test the dashboard to confirm that agent and queue statuses are updating accurately and as expected. We will provide another update once testing is complete and the issue has been confirmed as resolved. Thank you for your continued patience and understanding.

• ◆

  Identified

  Aug 28 · 12:00 PM CallPotential

  The issue has been identified and a fix is being implemented.

• ◆

  Identified

  Aug 28 · 1:21 PM CallPotential

  We have released our dashboard update intended to correct the inaccurate agent and queue status information. However, our telecommunications provider, Twilio, is currently experiencing issues with their event streams, which is preventing agent and queue statuses from remaining fully synchronized on the dashboard. At this time, the issue remains limited to the display of status information and is not impacting call functionality. That said, we understand the importance of having accurate, real-time visibility into your call center activity and recognize the impact this may have on your business. Our team is actively working with Twilio to better understand the issue and obtain an estimated time for resolution. We will provide another update as soon as we have additional information to share. Thank you for your continued patience and understanding.

• ◐

  Investigating

  Aug 28 · 5:16 PM CallPotential

  Our team continues to actively work toward resolving the issue affecting agent and queue status updates on the Call Center Dashboard. We are also continuing to work with our telecommunications provider to identify the underlying issue and restore full synchronization. We understand the importance of accurate, real-time status information and the impact this issue can have on your day-to-day operations. We appreciate your continued patience and understanding as we work toward a resolution. We will provide another update as soon as we have additional information to share.

• ✓

  Resolved

  Aug 29 · 11:43 AM CallPotential

  This incident has been resolved.