DAT Solutions Internal

Updates

• Aug 26, 2021 7:51 AM PDT

  This incident has been resolved.

  Resolved
• Aug 26, 2021 6:33 AM PDT (1 hour and 18 minutes earlier)

  NICE is treating this as two different issues. One for ACW and calls coming on top of other calls, and the other for Call Refused.
  For the ACW and calls answered during other calls they suspect a cross connect issue. To help nail this down we need the Contact ID associated with any call that fits those symptoms. If you experience this or something else out of character for the system, please let your Lead or Manager know and provide the Contact ID. This should be present in the call but is also available from your Call History. They will provide those to NOC who will then sort them for NICE.
  For calls refused they need a screenshot of the error as their network team is working on this issue. If you get a Call Refused error, please screenshot it on your MAX and send to your Lead or Manager. We will follow the process outlined above.

  While it seems these issues are subsiding, we will continue to collect data for the next hour before deciding whether to announce All Clear.

  Monitoring
• Aug 26, 2021 6:00 AM PDT (32 minutes earlier)

  We have an agent from MAX on the line. We will update as we have more information.

  Investigating
• Aug 26, 2021 5:39 AM PDT (21 minutes earlier)

  We are continuing to investigate this issue.

  Investigating
• Aug 26, 2021 5:38 AM PDT (1 minute earlier)

  Agents report trouble with MAX. ACW is not counting correctly and calls are coming through the queue early.
  We are reaching out to our vendor. This issue does not need further HELP tickets at this time.

  Investigating