Assembled incident
Realtime states, ticket data, and email automations unavailable
Resolved after 21 minutes, affecting Reporting and data services and AI Products, on October 20, 2025.
A fix has been implemented from our provider and we've seen almost all of our underlying services recover. We'll be adding agent state exclusions for the affected time period and will continue to monitor other services as they come back online.
Affected components
Update timeline
- monitoring Oct 20, 2025, 10:23 AM UTC
At 12:01am PT on October 20, 2025, we detected an outage with our reporting services. We've root caused the issue as a problem with a hosting provider. Our team is actively working with the provider to restore service as soon as possible. Note, most services on the general application and staffing timeline are still available. The specific affected services / products are: - Loss of realtime agent state records - Loss of realtime ticket data - Delayed forecast updates - Delayed Assist autosends
- resolved Oct 20, 2025, 10:44 AM UTC
A fix has been implemented from our provider and we've seen almost all of our underlying services recover. We'll be adding agent state exclusions for the affected time period and will continue to monitor other services as they come back online.
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Amazon Web Services