Historical record of incidents for Glia
Report: "Google Dialog Flow Outage"
Last updateThere is an elevated number of errors from Google Dialog Flow affecting integrations connecting to these services. All Glia services, including GVAs are fully functional. We recommend that customers with these integrations monitor and contact Dialog Flow.
Report: "Service provider disruption affecting Quality Analyst feature"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
Our service provider has reported service disruption affecting Glia Platform. Affected feature is Quality Analyst. We are closely monitoring the incident and their developments to fix it. All communications are operational and customers can interact with operators.
Report: "Phone Service Provider reporting service disruption affecting Glia"
Last updateThis incident has been resolved.
A fix has been implemented by our telephony provider and we are monitoring the results.
We are actively working with our telephony infrastructure provider to investigate and resolve the current service disruption. Our engineering teams are in close communication with the provider’s technical teams to expedite resolution. We will provide updates as soon as we have more information.
Our Phone Service Provider has reported service disruption affecting a small number of phone engagements. We are communicating and monitoring closely the incident and the developments to fix it.
Our Phone Service Provider has reported service disruption affecting a small number of phone engagements. We are communicating and monitoring closely the incident and the developments to fix it.
Report: "Some visitors are not being able to enqueue and interact with agents."
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Partial service disruption of Glia IVRs"
Last updateThis incident has been resolved.
A fix has been implemented by our telephony provider and we are monitoring the results.
The ongoing IVR issue has been identified and our telephony provider is working on a resolution. We are providing alternate options for our clients via our Service Desk affected by the ongoing incident while our telephony provider is working on the fix.
We are currently investigating an issue affecting Glia IVRs. There are known IVR call outages right and our team is working on an update.
Report: "[Prod EU] Elevated number of errors in our telemetry"
Last updateGlia is fully operational and the incident is resolved.
We are currently investigating an elevated number of errors in our telemetry. We are working to solve this issue.
Report: "Elevated latency on Engagement Explorer"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
There is an increase in latency in engagements being displayed in the Engagement Explorer. Our operations team are actively working on resolving this issue.
Report: "Elevated latency on Engagement Explorer"
Last updateOur operations team has successfully identified and resolved the issue. We have implemented a comprehensive fix, and our telemetry shows all systems are functional and operational.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
There is an increase in latency in engagements being displayed in the Engagement Explorer. Our operations team are actively working on resolving this issue.
We are currently investigating this issue.
Report: "Phone Service Provider reporting service disruption affecting Glia"
Last updatePhone Service Provider reporting minor service disruption affecting phone-only Interactions. Our service provider has reported that service has been restored and Glia works as expected
Report: "Degradation of service for digital engagements"
Last updateThe incident has been fully resolved with all instances fully functional and performing as expected.
We have implemented a fix and are monitoring the system as it recovers. We are continuing to monitor the issue.
Update - Service disruption on the Glia Platform is affecting digital engagements. Phone engagements remain unaffected.
We are currently investigating a potential degradation of service affecting digital engagements only. Phone engagements remain unaffected.
Report: "Service provider reporting service disruption affecting Glia"
Last updateThis incident has been resolved.
Our service provider has reported service disruption affecting Glia Platform. Affected features are buying and updating phone number configurations. We are communicating with our service provider and closely monitoring the incident and their developments to fix it.
Report: "Service disruption of Glia Platform affecting Operating Statuses reporting"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and we are urgently working on resolving the issue.
Report: "Elevated number of errors in our telemetry affecting the ability of Agents to interact with Customers"
Last updateThis incident has been resolved.
We have identified and apply a fix. Agents are able to interact with customers.
We are currently investigating an elevated number of errors in our telemetry. We are working to solve this issue.
Report: "Degradation of service affecting some visitors to not be able to connect with Operators."
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and we are applying configuration changes.
We are continuing to investigate this issue.
We are currently investigating this issue.
Report: "Service disruption of Glia Platform affecting Insights"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and we are urgently working on resolving the issue.
Report: "Intermittent errors with Bot Engagements"
Last updateThe incident has been resolved, our telemetry and monitoring shows that all features are fully functional.
A fix has been implemented and we are monitoring the results.
We are continuing to investigate this issue.
We are currently investigating this issue.
Report: "Data in Engagement Explorer may be delayed for some users"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
Report: "Elevated rate of errors for Glia affecting engagements"
Last updateThe incident has been resolved, our telemetry and monitoring shows that all features are fully functional.
We have implemented a fix and are monitoring the system as it recovers. We are continuing to monitor the issue.
We are continuing to investigate this issue.
We are experiencing intermittent failures to a percentage of our Engagements. Affected Engagements are unable to connect. We are working to resolve this issue.
Report: "Telephony Service Provider reporting service disruption affecting Glia"
Last updateOur Telephony Service Provider has reported that service has been restored and Glia works as expected. Our telemetry shows that agents can interact with customers normally and service has been restored. We continue to communicate with our phone service provider to monitor further developments.
We continue to communicate with our Telephony Service Provider to monitor the incident closely and follow their developments to fix it. Our telemetry shows signs of recovery with some intermittent failures.
We continue to communicate with our Telephony Service Provider to monitor the incident closely and follow their developments to fix it. Our telemetry shows an improvement and agents are able to communicate with customers.
We continue to be in constant communication with our Telephony Service Provider as they work on a fix for this issue
We continue to be in constant communication with our Telephony Service Provider as they work on a fix for this issue
Our Telephony Service Provider has reported service disruption affecting phone engagements. We are communicating and monitoring closely the incident and the developments to fix it.
Report: "Service disruption of Glia Platform affecting the ability to connect with customers"
Last updateThe incident has been resolved, our telemetry and monitoring shows that all features are fully functional.
We have implemented a fix and are monitoring the system as it recovers. We are continuing to monitor the issue.
We are currently investigating an issue affecting the performance of agents being able to connect with customers. We are working to resolve this issue. We will share updated info here as soon as possible.
Report: "Service disruption of Glia Platform affecting the Engagement Explorer functionality."
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are currently investigating an issue affecting the performance of the Engagement Explorer functionality. Agents are unable to search for new engagements in Engagements Explorer. We are working to resolve this issue. We will share updated info here as soon as possible.
Report: "Service disruption of Glia Platform affecting Glia Function invocations"
Last updateThis incident has been resolved.
We have implemented a fix and are monitoring the system as it recovers. We are continuing to monitor the issue.
The issue has been identified and we are urgently working on resolving the issue.
We are currently investigating an issue affecting the performance of Glia Functions invocations. We are working to resolve this issue. We will share updated info here as soon as possible.
Report: "Phone Service Provider reporting service disruption affecting Glia"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
Our Phone Service Provider has reported service disruption affecting phone engagements. We are communicating and monitoring closely the incident and the developments to fix it.
Report: "Potential degraded Glia performance Contact Providers"
Last updateThe incident has been fully resolved with all instances fully functional and performing as expected.
We are currently investigating a potential degradation of Glia performance regarding Contact Providers (Microsoft Teams and Zoom). We are working to resolve this issue.
Report: "[Some GVA users] Elevated rate of errors for Virtual Assistant"
Last updateThe incident has been fully resolved with all instances fully functional and performing as expected.
We have implemented a fix and are monitoring the system as it recovers. Thank you for your patience.
We are experiencing an elevated rate of errors for Virtual Assistant. Users could be experiencing intermittent failures. We are aware of the issue and are working on a fix to remediate the issue. Thank you for your patience.
Report: "Potential degraded Glia performance - Call visualizer"
Last updateThe incident has been fully resolved with all instances fully functional and performing as expected.
We have implemented a fix and are monitoring the system as it recovers. We are continuing to monitor the issue.
The issue has been identified and we are urgently working on resolving the issue.
We are currently investigating a potential degradation of Glia performance affecting Call Visualizer in engagements started using visitor code. We are working to resolve this issue.
Report: "Service disruption of Glia Platform affecting engagements"
Last updateThe operations team has implemented a fix and the system is fully operational
The issue has been identified and we are urgently working on resolving the issue. Visitors are experiencing delays while waiting to connect with an Agent
Report: "Operators are unable to log in"
Last updateThe incident has been fully resolved with all instances fully functional and performing as expected. We are not seeing any abnormal number of errors from our telemetry and all systems are fully operational.
A fix has been implemented and we are monitoring the results.
The issue has been identified and we are urgently working on resolving the issue. Please know our teams are working hard to get everything up and running, and we will update as we have new information or within the next 60 mins.
Some operators are unable to log in to the Glia platform. We’re aware of the issue and are working on it urgently. Please know our teams are working hard to get everything up and running, and we will update as we have new information or within the next 60 mins.
Report: "Elevated number of errors affecting retrieval of recordings."
Last updateThis incident has been resolved.
Our telemetry shows recovery on recording retrievals. All systems are operational and functional. We continue monitoring closely.
Our Phone Service Provider has reported service disruption affecting retrieval of recordings. We are communicating and monitoring closely the incident and the developments to fix it.
Report: "Intermittent Service Disruption"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are experiencing intermittent failures with Engagement Explorer. We are working to resolve this issue.
Report: "Intermittent Service Disruption"
Last updateOperators and Visitors are able to engage and communicate. CoBrowsing sessions are working as expected. All systems are fully functional
Operators and Visitors are able to engage and communicate. CoBrowsing sessions are experiencing intermittent time outs.
A fix has been implemented and we are monitoring the results.
We are experiencing intermittent failures to a percentage of our Engagements. Affected Engagements are unable to connect. We are working to resolve this issue.
Report: "[Some GVA users] Virtual Assistant temporarily unresponsive"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and we are urgently working on resolving the issue. Thank you for your patience.
Report: "Operators are unable to Engage with Visitors"
Last updateThis incident has been resolved.
Operators and Visitors are able to engagement and interact normally. All systems are fully operational
Some customers are seeing engagements not connecting and visitors unable to enqueue. We’re aware of the issue and are working on it urgently. Please know our teams are working hard to get everything up and running, and we will update as we have new information or within the next 60 mins.
Report: "Operators are unable to Engage with Visitors"
Last updateThis incident has been resolved.
Our operations team has identified the issue and are monitoring the system. Engagements are working as expected in all channels
Some customers are seeing engagements not connecting and visitors unable to enqueue. We’re aware of the issue and are working on it urgently. Please know our teams are working hard to get everything up and running, and we will update as we have new information or within the next 60 mins.
Report: "[All GVA Users] Virtual Assistant temporarily unresponsive"
Last updateThe incident has been fully resolved with all instances fully functional and performing as expected.
We have implemented a fix and are monitoring the system as it recovers. Thank you for your patience.
The issue has been identified and we are urgently working on resolving the issue. Thank you for your patience.
We are currently investigating an issue resulting in the Virtual Assistant being unresponsive. We are working to resolve this issue. Thank you for your patience.
Report: "[GVA users] Virtual Assistant is temporarily unresponsive for a limited number of customers"
Last updateThe incident has been fully resolved with all instances fully functional and performing as expected.
We are continuing to monitor for any further issues.
We have implemented a fix and are monitoring the system as it recovers. Thank you for your patience.
Our teams are still actively working on resolving the issue. Thank you for your patience.
Our Operations and Engineering teams continue working on resolving this issue urgently.
The issue has been identified and we are urgently working on resolving the issue. Thank you for your patience.
Report: "Glia Insights is not updating data as expected"
Last updateThis incident has been resolved.
A fix has been implemented for Glia Insights to work as expected and we are monitoring the results.
The issue has been identified and a fix is being implemented
We are experiencing an elevated number of errors in our data processing infrastructure, which impacts only Glia Insights. Glia Insights data might show delayed information. Our Engineering team is investigating and working on resolving this issue as soon as possible. All Communications and core flows are fully functional and working as expected.
Report: "Intermittent Service Disruption for Autocomplete"
Last updateAutoComplete is fully operational. Our telemetry shows requests to autocomplete succeeding
The team has applied a fix and is monitoring. Our telemetry shows consistent recovery.
AutoComplete is currently experiencing issues. Please note, queuing, routing and engagements are all running as expected.
Report: "[Some GVA users] Virtual Assistant service disruption"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the changes.
We are continuing to investigate this issue.
We are currently investigating an issue resulting in the Virtual Assistant being unavailable. All other Glia functionalities are working as expected. We are working to resolve this issue. Thank you for your patience.
Report: "Elevated number of phone calls not being able to connect"
Last updateAll services are fully operational.
All services are fully operational. Our teams continue to monitoring telemetry and communicating with the Phone and Infrastructure providers.
Our telemetry shows sustained recovery on Phone communications and Glia Insights. The Operations and SRE teams continue communicating with the Phone Service Provider and Infrastructure Provider for status and mitigation actions.
Our infrastructure provider is also experiencing a degradation of service with minor impact on Glia Insights. The Operations and SRE teams continue communicating with the Phone Service Provider and Infrastructure Provider for status and mitigation actions.
The teams continue communicating with the Phone Service Provider for status and mitigation actions. Meanwhile the Phone Service Provider is continuing to work towards resolution for affected services.
Our Phone Service Provider has reported service disruption affecting phone engagements. We are communicating and monitoring closely the incident and the developments to fix it.
Report: "Elevated number of browser audio calls not being able to connect"
Last updateThis incident has been resolved.
Our telemetry shows that the number of errors from our Phone provider has stopped. We continue monitoring closely.
Our Phone Service Provider has reported service disruption affecting browser audio engagements. We are communicating and monitoring closely the incident and the developments to fix it.
Report: "Operators are unable to Engage with Visitors"
Last updateOur telemetry shows that all systems are back to be fully operational. Visitors are able engage with Operators
Our telemetry is showing normal service levels. Our Operations team continues to monitor the incident.
Our operations team has identified a source of large number of requests resulting in error and have applied a configuration change. Telemetry shows the number of errors decreasing and other monitors recovering. Visitor are able to engage and interact with Operatos
We are continuing to investigate this issue.
Some customers are seeing engagements not connecting and visitors unable to enqueue. We’re aware of the issue and are working on it urgently. Please know our teams are working hard to get everything up and running, and we will update as we have new information or within the next 60 mins.
Report: "Operators are unable to Engage with Visitors"
Last updateOur operations team has identified the root cause of the issue and applied changes in our production environment. Our telemetry and monitoring shows that all systems are operational and Visitors are able to engage with Operators
Our operations team has applied configuration changes and our telemetry shows that the system is recovering and Visitors are able to Engage with Operators. We continue monitoring our telemetry and working on applying other changes to continue stabilizing the system.
Our operation teams continue working on implementing and deploying a few changes to restore the ability for Visitors to Engage with Operators
Our operation teams continue working on implementing and deploying a few changes to restore the ability for Visitors to Engage with Operators
A fix has been implemented and we are monitoring the results.
We are continuing to work on a fix for this issue.
We are continuing to work on a fix for this issue.
Some customers are seeing engagements not connecting and visitors unable to enqueue. We’re aware of the issue and are working on it urgently. Please know our teams are working hard to get everything up and running, and we will update as we have new information or within the next 60 mins.
Report: "Visitors and Operators are unable to engage"
Last updateWe are not seeing any abnormal number of errors from our telemetry and all systems are fully operational
All communication systems are fully operational. Our operations team continues investigating a number of errors in our telemetry.
Engagements are now connecting and communications are fully functional.
We are continuing to investigate this issue.
Some customers are seeing issues with engagements being connected to operators. We’re aware of the issue and are working on it urgently. Please know our teams are working hard to get everything up and running, and we will update as we have new information or within the next 60 mins.
Report: "Delayed Data Delivery For Glia Insights"
Last updateThis incident has been resolved. Glia Insights data has normalised its refresh rate.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are experiencing a delay on our data processing infrastructure, which impacts only Glia Insights. Glia Insights data might not show the latest information. We are working to resolve this issue.
Report: "[All GVA users] Virtual Assistant service disruption"
Last updateThe incident has been fully resolved with all instances fully functional and performing as expected.
We have implemented a fix and are monitoring the system as it recovers. Thank you for your patience.
We are continuing to work on a fix for this issue.
We are continuing to work on a fix for this issue.
We are continuing to work on a fix for this issue.
The issue has been identified and we are urgently working on resolving the issue. Thank you for your patience.
Report: "Elevated rate of errors for Glia phone"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
Our telemetry continues to show a total recovery in the requests to our Phone provider. Glia Phone is functional as well as other digital channels. Our team is actively monitoring
Our telemetry shows that the number of errors from our Phone provider has stopped. We continue monitoring closely.
We continue working closely with our Phone provider, our telemetry shows that only a segment of calls are being affected. All digital channels are operational.
Our Phone Service Provider has reported service disruption affecting phone engagements. We are communicating and monitoring closely the incident and the developments to fix it.
The issue has been identified and a fix is being implemented.
Report: "We are experiencing delays in ingesting data impacting Live Reporting"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
We have identified the cause of the delays and are working on mitigating the issue.
We are currently investigating this issue.
Report: "Glia Phone interactions are failing intermittently"
Last updateThis incident has been resolved.
A fixed has been implemented and our telemetry shows that all systems are fully operational
Some customers are seeing a number of calls not connecting when using Glia Phone. We’re aware of the issue and are working on it urgently.
Report: "Elevated Rate of Errors in EU"
Last updateThis incident has been resolved.
We are experiencing an elevated rate of errors in the EU region. We have implemented a fix and are monitoring the system as it recovers. Clients from other regions are not affected.
Report: "Glia Insight reports are failing to load"
Last updateThis incident has been resolved.
There is a subset of Glia Insights that are failing to load. Our Engineering team has applied a fix and are monitoring the progress of recovery.