Khoros incident
[Khoros Care] Cases and messages delayed in appearing in queues and in assignment to agents
Resolved after 1 day 14 hours, affecting US Hosted Care, on February 18, 2026.
A fix has been implemented and we are monitoring results.
Affected components
Update timeline
- investigating Feb 18, 2026, 07:38 AM UTC
We are experiencing an ongoing issue affecting ingestion and queue processing. As a result, cases and messages may appear in the Available queue or in agent queues much later than expected (from several minutes up to an hour or more), and assignment to agents can be delayed.
- identified Feb 18, 2026, 03:07 PM UTC
The issue has been identified and a fix is being implemented.
- identified Feb 18, 2026, 04:25 PM UTC
The fix is currently being incrementally applied. As a result, performance is gradually improving. We will provide another update once the rollout is fully completed and performance has been fully restored.
- monitoring Feb 18, 2026, 06:56 PM UTC
A fix has been implemented and we are monitoring results.
- resolved Feb 19, 2026, 09:40 PM UTC
We have confirmed that the fix that was implemented has resolved this issue.
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