Historique des pannes de Glia

1. 1 septembre 2026 à 16:44 UTCinvestigating

   Nous travaillons activement avec notre fournisseur de téléphonie pour résoudre un problème touchant un petit pourcentage d'interactions vocales. Tous les canaux numériques restent pleinement opérationnels et inchangés.

2. 1 septembre 2026 à 16:51 UTCidentified

   Le problème a été identifié et nous travaillons d'urgence avec notre fournisseur pour le résoudre.

3. 1 septembre 2026 à 17:17 UTCidentified

   Le fournisseur a identifié le problème à leur fin. Nous continuons à travailler avec eux.

4. 1 septembre 2026 à 17:35 UTCmonitoring

   Un correctif a été mis en place auprès de notre fournisseur et nous surveillons le système en cours de récupération. Nous continuons de suivre la question.

5. 1 septembre 2026 à 17:38 UTCresolved

   Cet incident a été résolu.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 31 août 2026 à 17:29 UTCinvestigating

   Nous enquêtons actuellement sur une question touchant le rendement des engagements. Nous travaillons à résoudre ce problème. Nous partagerons les informations mises à jour ici dès que possible.

2. 31 août 2026 à 17:38 UTCmonitoring

   Nous avons mis en place un correctif et sommes en train de surveiller le système à mesure qu'il se rétablit. Nous continuons de suivre la question.

3. 31 août 2026 à 17:43 UTCresolved

   L'incident a été résolu, notre télémétrie et notre surveillance montrent que toutes les caractéristiques sont pleinement fonctionnelles.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 28 août 2026 à 21:12 UTCinvestigating

   Nous étudions actuellement une éventuelle dégradation des performances de Glia. Nous travaillons à résoudre ce problème.

2. 28 août 2026 à 22:26 UTCinvestigating

   L'équipe continue d'étudier la dégradation actuelle des performances en priorité. Nos constatations indiquent que cela a une incidence sur la disponibilité de l'opérateur et sur l'exactitude des rapports des états d'engagement.

3. 28 août 2026 à 22:39 UTCmonitoring

   Nous avons mis en place un correctif et sommes en train de surveiller le système à mesure qu'il se rétablit. Nous continuons de suivre la question.

4. 28 août 2026 à 22:50 UTCresolved

   L'incident a été entièrement résolu, tous les cas étant pleinement fonctionnels et exécutés comme prévu.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 3 août 2026 à 21:58 UTCinvestigating

   Notre fournisseur de services a signalé une perturbation du service touchant l'adjoint virtuel. Nous communiquons avec notre fournisseur de services et suivons de près l'incident et ses développements pour le corriger. Merci de votre patience.

2. 3 août 2026 à 22:28 UTCmonitoring

   Nous continuons de communiquer avec notre fournisseur de services pour surveiller de près l'incident et suivre ses développements pour le corriger.

3. 3 août 2026 à 22:54 UTCresolved

   Notre fournisseur de services a signalé que le service a été restauré et Virtual Assistant fonctionne comme prévu.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 24 juin 2026 à 17:10 UTCinvestigating

   We are currently investigating an elevated number of errors in our telemetry. We are working to solve this issue.

2. 24 juin 2026 à 17:11 UTCidentified

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

3. 24 juin 2026 à 17:11 UTCmonitoring

   A fix has been implemented and we are monitoring the results.

4. 24 juin 2026 à 17:22 UTCresolved

   This incident has been resolved.

1. 10 juin 2026 à 15:37 UTCinvestigating

   We are seeing high error rates from the Banking Flows when attempting to authenticate users via GVA. 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.

2. 10 juin 2026 à 16:06 UTCidentified

   The problem that is causing GVAs to experiencing intermittent failures has now been identified and our team is working on a fix to address it. We continue on this. Thank you for your continued patience!

3. 10 juin 2026 à 16:49 UTCmonitoring

   We have implemented a fix and our telemetry shows that all systems are fully operational. We are actively monitoring the fix deployment to confirm this has been resolved.

4. 10 juin 2026 à 17:20 UTCresolved

   The problem that was causing GVAs to experience intermittent failures has now been fully resolved and all services are fully operational. Thank you!

1. 8 mai 2026 à 01:20 UTCidentified

   We are experiencing an elevated rate of errors and users could be experiencing intermittent failures with reporting. We are aware of the issue and are working on a fix to remediate the issue.

2. 8 mai 2026 à 02:05 UTCmonitoring

   Our telemetry shows that all systems are fully operational. We are continuing to monitor the issue.

3. 8 mai 2026 à 02:12 UTCresolved

   Glia is fully operational and the incident is resolved.

1. 8 mai 2026 à 00:37 UTCidentified

   Our service provider has reported service disruption affecting Glia Platform. We are communicating with our service provider and closely monitoring the incident and their developments to fix it.

2. 8 mai 2026 à 01:15 UTCmonitoring

   We continue to communicate with our service provider to monitor the incident closely and follow their developments to fix it.

3. 8 mai 2026 à 01:47 UTCresolved

   Our service provider has reported that service has been restored, our telemetry and monitoring shows that Glia works as expected.

1. 19 janvier 2026 à 13:17 UTCinvestigating

   A small number of users are unable to end engagements due to the post-engagement survey not closing.

2. 19 janvier 2026 à 13:28 UTCidentified

   The issue has been indentified and a fix has been implemented.

3. 19 janvier 2026 à 13:35 UTCmonitoring

   We are currently monitoring the results to ensure that engagements are fully functional.

4. 19 janvier 2026 à 13:43 UTCresolved

   We have verified that the post-engagement surveys are now working as intended.

1. 11 décembre 2025 à 13:47 UTCinvestigating

   We are investigating a small number of transferred engagements that do not end for the visitor once the operator has ended them.

2. 11 décembre 2025 à 15:08 UTCinvestigating

   We continue to investigate. The impact is minimal, causing a few engagements that need to be ended by the visitor.

3. 11 décembre 2025 à 18:14 UTCresolved

   The root cause has been identified and all engagements are fully functional.

1. 3 décembre 2025 à 16:49 UTCmonitoring

   There was an elevated number of errors affecting a small number of Phone GVA interactions. The operations team has taken actions to address these issues, and our telemetry shows that all phone GVA interactions are now working as expected. We are continuing to monitor the issue.

2. 3 décembre 2025 à 16:55 UTCresolved

   The incident has been resolved, our telemetry shows that all features continue to be fully functional.

1. 3 novembre 2025 à 18:12 UTCinvestigating

   We are currently investigating an issue affecting the performance of the Cortex AI features.

2. 3 novembre 2025 à 19:09 UTCmonitoring

   Our team has identified this issue and is currently monitoring the behavior for further updates.

3. 3 novembre 2025 à 19:29 UTCmonitoring

   Our team continues to monitor system behavior. Forecast Analyst, Cortex Wrap-Up, and Cortex Heads-Up are fully operational.

4. 3 novembre 2025 à 19:44 UTCresolved

   This incident has been resolved. All Cortex AI services are fully operational.

1. 21 octobre 2025 à 14:42 UTCinvestigating

   We are currently investigating an elevated number of errors in our telemetry with Cortex AI. We are working to solve this issue.

2. 21 octobre 2025 à 14:48 UTCresolved

   This incident has been resolved.

1. 20 octobre 2025 à 23:33 UTCmonitoring

   Our team has confirmed that all data is available and is actively being processed. Some customers may experience minor delays in viewing their processed data. Our systems continue to work through all outstanding information to ensure full completion.

2. 21 octobre 2025 à 06:51 UTCresolved

   This incident has been resolved.

1. 20 octobre 2025 à 22:35 UTCidentified

   The system is recovering. Our engineering team is working on clearing out stuck engagements. Our expected time to completion is 20 min.

2. 20 octobre 2025 à 22:38 UTCmonitoring

   We have implemented a fix and are monitoring the system as it recovers. We are continuing to monitor the issue.

3. 20 octobre 2025 à 22:57 UTCresolved

   The incident has been fully resolved with all instances fully functional and performing as expected.

1. 20 octobre 2025 à 16:35 UTCinvestigating

   We are continuing to investigate this issue. This service interruption is related to the ongoing AWS incident (https://health.aws.amazon.com/health/status).

2. 20 octobre 2025 à 16:38 UTCinvestigating

   We are continuing to investigate this issue.

3. 20 octobre 2025 à 17:01 UTCinvestigating

   Our investigation is continuing. This service issue is tied to the current AWS incident. See the AWS status page for details: (https://health.aws.amazon.com/health/status).

4. 20 octobre 2025 à 17:35 UTCinvestigating

   We're still actively investigating this issue. The service interruption is connected to the ongoing AWS incident you can track here: (https://health.aws.amazon.com/health/status).

5. 20 octobre 2025 à 18:09 UTCinvestigating

   Our service interruption stems from the ongoing AWS incident, and we are actively investigating its impact. For real-time updates, please follow the AWS status page here: (https://health.aws.amazon.com/health/status).

6. 20 octobre 2025 à 18:31 UTCinvestigating

   We're continuing our investigation into the specific impact on our service. The service interruption is connected to the ongoing, widespread AWS incident. You can monitor the official AWS status page here: (https://health.aws.amazon.com/health/status).

7. 20 octobre 2025 à 19:03 UTCinvestigating

   We are continuing to assess the extent of the disruption. The service interruption is associated with the reported AWS platform incident. We advise tracking the broader situation via the official AWS status page: (https://health.aws.amazon.com/health/status).

8. 20 octobre 2025 à 19:35 UTCinvestigating

   We are actively reviewing our systems in light of the current AWS incident. This issue is directly related to that event. For updates on the overall situation, please refer to the AWS status page here: (https://health.aws.amazon.com/health/status).

9. 20 octobre 2025 à 19:51 UTCinvestigating

   The team is starting to see the system recover. AWS is currently throttling the speed of requests which adversely impacts real-time systems. We are in active communication with AWS and their engineers are on the line with our team. You can monitor the official AWS status page here: (https://health.aws.amazon.com/health/status).

10. 20 octobre 2025 à 20:37 UTCinvestigating

    We are actively assessing the specific scope of this service interruption. We have confirmed a clear link to the current, widespread AWS operational incident. Please refer to the official AWS status page for updates on the overarching issue: (https://health.aws.amazon.com/health/status).

11. 20 octobre 2025 à 20:40 UTCmonitoring

    We continue to communicate with our service provider to monitor the incident closely and follow their developments to fix it.

12. 20 octobre 2025 à 21:08 UTCresolved

    Our service provider has reported that service has been restored, telemetry and monitoring shows that Glia Engagement Routing works as expected.

1. 20 octobre 2025 à 14:20 UTCinvestigating

   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.

2. 20 octobre 2025 à 15:30 UTCidentified

   Our Phone Service Provider has reported intermittent service disruption related to an ongoing AWS incident (https://health.aws.amazon.com/health/status) affecting phone engagements. We are communicating with our service provider and closely monitoring the incident and their developments to fix it.

3. 20 octobre 2025 à 17:00 UTCidentified

   Our investigation is continuing. This service issue is tied to the current AWS incident. See the AWS status page for details: (https://health.aws.amazon.com/health/status).

4. 20 octobre 2025 à 17:35 UTCidentified

   We're still actively investigating this issue. The service interruption is connected to the ongoing AWS incident you can track here: (https://health.aws.amazon.com/health/status).

5. 20 octobre 2025 à 18:09 UTCidentified

   Our service interruption stems from the ongoing AWS incident, and we are actively investigating its impact. For real-time updates, please follow the AWS status page here: (https://health.aws.amazon.com/health/status).

6. 20 octobre 2025 à 18:32 UTCidentified

   We're continuing our investigation into the specific impact on our service. The service interruption is connected to the ongoing, widespread AWS incident. You can monitor the official AWS status page here: (https://health.aws.amazon.com/health/status).

7. 20 octobre 2025 à 19:03 UTCidentified

   We are continuing to assess the extent of the disruption. The service interruption is associated with the reported AWS platform incident. We advise tracking the broader situation via the official AWS status page: (https://health.aws.amazon.com/health/status).

8. 20 octobre 2025 à 19:35 UTCidentified

   We are actively reviewing our systems in light of the current AWS incident. This issue is directly related to that event. For updates on the overall situation, please refer to the AWS status page here: (https://health.aws.amazon.com/health/status).

9. 20 octobre 2025 à 20:06 UTCmonitoring

   We continue to communicate with our service provider to monitor the incident closely and follow their developments to fix it.

10. 20 octobre 2025 à 20:42 UTCresolved

    Our service provider has reported that service has been restored, telemetry and monitoring shows that Glia Phone services works as expected.

1. 20 octobre 2025 à 14:09 UTCinvestigating

   We are currently investigating an issue affecting the performance of the Cortex AI features. Agents are able to connect with customers via chat, audio, video. We are working to resolve this issue. We will share updated info here as soon as possible.

2. 20 octobre 2025 à 14:46 UTCidentified

   We are continuing to investigate this issue. This service interruption is related to the ongoing AWS incident (https://health.aws.amazon.com/health/status).

3. 20 octobre 2025 à 15:29 UTCinvestigating

   We are continuing to investigate this issue. This service interruption is related to the ongoing AWS incident (https://health.aws.amazon.com/health/status).

4. 20 octobre 2025 à 17:00 UTCinvestigating

   Our investigation is continuing. This service issue is tied to the current AWS incident. See the AWS status page for details: (https://health.aws.amazon.com/health/status).

5. 20 octobre 2025 à 17:34 UTCinvestigating

   We're still actively investigating this issue. The service interruption is connected to the ongoing AWS incident you can track here: (https://health.aws.amazon.com/health/status).

6. 20 octobre 2025 à 18:10 UTCinvestigating

   Our service interruption stems from the ongoing AWS incident, and we are actively investigating its impact. For real-time updates, please follow the AWS status page here: (https://health.aws.amazon.com/health/status).

7. 20 octobre 2025 à 18:32 UTCinvestigating

   We're continuing our investigation into the specific impact on our service. The service interruption is connected to the ongoing, widespread AWS incident. You can monitor the official AWS status page here: (https://health.aws.amazon.com/health/status).

8. 20 octobre 2025 à 18:56 UTCmonitoring

   We continue to communicate with our service provider to monitor the incident closely and follow their developments to fix it.

9. 20 octobre 2025 à 19:45 UTCresolved

   Our service provider has reported that service has been restored, telemetry and monitoring shows that Cortex AI services works as expected.

1. 20 octobre 2025 à 13:36 UTCinvestigating

   We are currently investigating an issue affecting the performance of Insights. We are working to resolve this issue. We will share updated info here as soon as possible.

2. 20 octobre 2025 à 13:37 UTCinvestigating

   We are continuing to investigate this issue.

3. 20 octobre 2025 à 14:45 UTCidentified

   We are continuing to investigate this issue. This service interruption is related to the ongoing AWS incident (https://health.aws.amazon.com/health/status).

4. 20 octobre 2025 à 15:29 UTCinvestigating

   We are continuing to investigate this issue. This service interruption is related to the ongoing AWS incident (https://health.aws.amazon.com/health/status).

5. 20 octobre 2025 à 17:00 UTCinvestigating

   Our investigation is continuing. This service issue is tied to the current AWS incident. See the AWS status page for details: (https://health.aws.amazon.com/health/status).

6. 20 octobre 2025 à 18:33 UTCinvestigating

   We're continuing our investigation into the specific impact on our service. The service interruption is connected to the ongoing, widespread AWS incident. You can monitor the official AWS status page here: (https://health.aws.amazon.com/health/status).

7. 20 octobre 2025 à 19:03 UTCinvestigating

   We are continuing to assess the extent of the disruption. The service interruption is associated with the reported AWS platform incident. We advise tracking the broader situation via the official AWS status page: (https://health.aws.amazon.com/health/status).

8. 20 octobre 2025 à 19:36 UTCinvestigating

   We are actively reviewing our systems in light of the current AWS incident. This issue is directly related to that event. For updates on the overall situation, please refer to the AWS status page here: (https://health.aws.amazon.com/health/status).

9. 20 octobre 2025 à 20:02 UTCinvestigating

   Our team is conducting internal diagnostics to assess the exact impact on our service. This interruption is associated with the current AWS operational event. The overall status of the incident can be monitored here: (https://health.aws.amazon.com/health/status).

10. 20 octobre 2025 à 20:37 UTCinvestigating

    We are actively assessing the specific scope of this service interruption. We have confirmed a clear link to the current, widespread AWS operational incident. Please refer to the official AWS status page for updates on the overarching issue: (https://health.aws.amazon.com/health/status).

11. 20 octobre 2025 à 21:38 UTCinvestigating

    We're still actively investigating this issue. The service interruption is connected to the ongoing AWS incident you can track here: (https://health.aws.amazon.com/health/status).

12. 20 octobre 2025 à 22:29 UTCinvestigating

    Our service interruption stems from the ongoing AWS incident, and we are actively investigating its impact. For real-time updates, please follow the AWS status page here: (https://health.aws.amazon.com/health/status).

13. 20 octobre 2025 à 23:30 UTCresolved

    Our team has confirmed that all data is available and is actively being processed. Some customers may experience minor delays in viewing their processed data. Our systems continue to work through all outstanding information to ensure full completion.

1. 20 octobre 2025 à 11:54 UTCidentified

   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.

2. 20 octobre 2025 à 11:58 UTCidentified

   Our Phone Service Provider has reported a service disruption affecting SMS engagements for our EU customers only. We are communicating closely with the provider and monitoring developments to fix the incident.

3. 20 octobre 2025 à 15:28 UTCidentified

   We are continuing to investigate this issue. This service interruption is related to the ongoing AWS incident (https://health.aws.amazon.com/health/status).

4. 20 octobre 2025 à 16:59 UTCidentified

   Our investigation is continuing. This service issue is tied to the current AWS incident. See the AWS status page for details: (https://health.aws.amazon.com/health/status).

5. 20 octobre 2025 à 17:33 UTCidentified

   We're still actively investigating this issue. The service interruption is connected to the ongoing AWS incident you can track here: (https://health.aws.amazon.com/health/status).

6. 20 octobre 2025 à 18:10 UTCidentified

   Our service interruption stems from the ongoing AWS incident, and we are actively investigating its impact. For real-time updates, please follow the AWS status page here: (https://health.aws.amazon.com/health/status).

7. 20 octobre 2025 à 18:33 UTCidentified

   We're continuing our investigation into the specific impact on our service. The service interruption is connected to the ongoing, widespread AWS incident. You can monitor the official AWS status page here: (https://health.aws.amazon.com/health/status).

8. 20 octobre 2025 à 19:03 UTCidentified

   We are continuing to assess the extent of the disruption. The service interruption is associated with the reported AWS platform incident. We advise tracking the broader situation via the official AWS status page: (https://health.aws.amazon.com/health/status).

9. 20 octobre 2025 à 19:36 UTCidentified

   We are actively reviewing our systems in light of the current AWS incident. This issue is directly related to that event. For updates on the overall situation, please refer to the AWS status page here: (https://health.aws.amazon.com/health/status).

10. 20 octobre 2025 à 20:02 UTCidentified

    Our team is conducting internal diagnostics to assess the exact impact on our service. This interruption is associated with the current AWS operational event. The overall status of the incident can be monitored here: (https://health.aws.amazon.com/health/status).

11. 20 octobre 2025 à 20:37 UTCidentified

    We are actively assessing the specific scope of this service interruption. We have confirmed a clear link to the current, widespread AWS operational incident. Please refer to the official AWS status page for updates on the overarching issue: (https://health.aws.amazon.com/health/status).

12. 20 octobre 2025 à 21:42 UTCresolved

    Our service provider has reported that service has been restored, telemetry and monitoring shows that Glia SMS Services work as expected.