Resolve Tymeshift Delays - Frequently asked questions
Frequently asked questions
What happened during the Tymeshift service incident on April 8, 2024?
On April 8, 2024, Tymeshift customers experienced delays in processing activities and tracking Agent Activity. From 13:37 UTC to 18:20, there were issues with timely tracking of Agent Activity across all Pods. The incident was caused by an…
How was the Tymeshift service incident resolved?
The Tymeshift service incident was resolved by disconnecting an underperforming query that caused delays. This fix temporarily disabled Teams and Locations data within Agent Activity. After addressing the immediate impact, the teams and location…
What was the root cause of the Tymeshift service incident?
The root cause of the Tymeshift service incident was an underperforming query in an internal service. This query caused delayed responses, leading to delays in processing some activities and preventing timely tracking of Agent Activity. To resolve…
What steps were taken to prevent future Tymeshift incidents?
To prevent future incidents like the one on April 8, 2024, Zendesk plans to explore the possibility of more load testing before new releases. This is part of their remediation efforts following the incident. Additionally, recalculations in reports…
When was the Tymeshift service incident fully resolved?
The Tymeshift service incident was fully resolved on April 17, 2024. By this date, all affected accounts had their teams and locations data updated, and adherence was recalculated. The resolution involved running a recalculation script to fix the…
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