Jun <var data-var='date'>10</var>, <var data-var='time'>18:07</var> UTC Resolved - Between 2:07pm ET to 2:25pm ET, our retrieval of agent states and tickets was delayed and we were not receiving data during this time. Our engineering team has resolved the issue and is applying agent state exclusions for any affected customers during this time period.

Agent state syncs and ticket syncs not receiving data

Jun <var data-var='date'> 4</var>, <var data-var='time'>15:01</var> UTC Resolved - After continued monitoring, we have confirmed that all systems remain fully restored and reporting data is displaying as expected. This incident is now resolved. Thank you for your patience throughout this process. Jun <var data-var='date'> 3</var>, <var data-var='time'>21:47</var> UTC Update - All systems are restored and data is displaying as expected across all reporting pages. We will continue to monitor the situation. Jun <var data-var='date'> 3</var>, <var data-var='time'>18:48</var> UTC Update - Database functionality is continuing towards a fully restored state. Data is flowing correctly and we are seeing positive signal across reporting pages. Scheduled jobs are currently running to complete the restoration of all affected metrics. No action is needed on your end. Data will restore automatically once these jobs complete. We will post a final update confirming full resolution shortly. Jun <var data-var='date'> 2</var>, <var data-var='time'>23:31</var> UTC Update - We continue to make progress on restoring full data visibility. Our team is actively working through the final steps of the fix. Note that full restoration is currently estimated for tomorrow, once all processes have completed. We will provide another update as work progresses. Jun <var data-var='date'> 2</var>, <var data-var='time'>13:40</var> UTC Update - We have made some remediations and see that the error rates and latencies have gone down. We are continuing to monitor the state. Jun <var data-var='date'> 2</var>, <var data-var='time'>13:25</var> UTC Update - We are investigating increase error rates in the Assembled app. Jun <var data-var='date'> 2</var>, <var data-var='time'>00:30</var> UTC Update - Query latency and display issues are continuing to resolve. Some customers may still see incomplete or stale data in reporting services, including Team Performance, Agent Scorecard, and adherence metrics. Customers using channel-related filtering and dimensions may also see incorrect data. This is a display issue. Data is flowing correctly and there is no data loss outside of the original maintenance window. We expect full data visibility to be restored within the next 1–2 days. We will continue to monitor and provide updates. Jun <var data-var='date'> 1</var>, <var data-var='time'>11:22</var> UTC Update - Query latency and failure issues have been remediated. However, we are still experiencing degraded functionality and performance in some reporting services such as Real-time overview and adherence metrics. We continue to expect gradual recovery over the next day. We will monitor the situation and provide updates. Jun <var data-var='date'> 1</var>, <var data-var='time'>09:57</var> UTC Update - We are continuing to investigate query latency and failure issues. Jun <var data-var='date'> 1</var>, <var data-var='time'>09:35</var> UTC Update - We have made some remediations and are monitoring the results on query latency. Jun <var data-var='date'> 1</var>, <var data-var='time'>09:11</var> UTC Update - We are seeing increase error rates in the Assembled app following the database maintenance, and we are currently investigating. Jun <var data-var='date'> 1</var>, <var data-var='time'>00:02</var> UTC Monitoring - We are currently experiencing degraded functionality and performance in some reporting services following the database maintenance performed earlier this week. Impacted components include Real-time overview and adherence metrics. A fix has been implemented, and functionality and performance are expected to recover gradually over the next day. We will continue to monitor the situation and provide updates.

Degraded functionality and performance in some reporting services

May <var data-var='date'>30</var>, <var data-var='time'>08:05</var> UTC Resolved - Reporting data is now fully up to date. All operations related to the database upgrade are now complete. May <var data-var='date'>30</var>, <var data-var='time'>07:19</var> UTC Monitoring - We have added agent state exclusions for the duration of the maintenance window. Metric computation for reports has resumed, and data is continuing to populate in reports. May <var data-var='date'>30</var>, <var data-var='time'>05:38</var> UTC Identified - The previous, "Completed - The scheduled maintenance has been completed." was an automated update that was sent at the originally planned end time of the maintenance window. However, as stated in the maintenance window update, we have extended the maintenance window's end time by 4 hours. We apologize for any confusion this may have caused. The database is now running the new version, and we are validating the data. Once validation is complete, we will add agent state exclusions for the duration of the maintenance window. After that, we will resume metric computation for reports.

Database maintenance follow-up

May <var data-var='date'>30</var>, <var data-var='time'>04:05</var> UTC Completed - The scheduled maintenance has been completed. May <var data-var='date'>30</var>, <var data-var='time'>02:39</var> UTC Update - One step in the upgrade is taking longer than expected, so we will be extending the maintenance window's end time by 2-4 hours. Note that there has been no downtime so far, aside from degraded performance in the Voice product and agent state updates. We will continue to post updates as we make progress. As previously announced, when the main upgrade step takes place, you may briefly be unable to save changes for up to ~5 minutes. May <var data-var='date'>30</var>, <var data-var='time'>00:05</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>18</var>, <var data-var='time'>17:37</var> UTC Scheduled - We will be undergoing scheduled maintenance in order to upgrade our database. Assembled will remain available, but you may briefly be unable to save changes for up to ~5 minutes during this window..

Database Upgrade

May <var data-var='date'>15</var>, <var data-var='time'>13:53</var> UTC Resolved - This incident has been resolved. A database operation degraded performance, which caused pages across the product to become unresponsive. We’re reviewing our database operation safeguards and monitoring to reduce the likelihood of similar issues in the future. [6:53 AM PT ] Our voice agent is still unavailable as the system recovers, but we are successfully able to transfer callers to a live agent upon error. [7:08 AM PT] The voice agent is healthy and available. May <var data-var='date'>15</var>, <var data-var='time'>13:48</var> UTC Identified - The issue has been identified and a fix is being implemented. May <var data-var='date'>15</var>, <var data-var='time'>13:44</var> UTC Investigating - We are currently investigating this issue. Our voice agent is unavailable and we are currently unable to transfer calls successfully to a live agent upon error.

Assembled is experiencing site-wide issues

May <var data-var='date'>12</var>, <var data-var='time'>18:23</var> UTC Resolved - This incident has been resolved. A database operation degraded performance, which caused pages across the product to become unresponsive. We’re reviewing our database operation safeguards and monitoring to reduce the likelihood of similar issues in the future. May <var data-var='date'>12</var>, <var data-var='time'>18:07</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'>12</var>, <var data-var='time'>18:03</var> UTC Investigating - We are currently investigating this issue.

May <var data-var='date'> 7</var>, <var data-var='time'>11:15</var> UTC Resolved - Between 6:30pm ET on May 6th and 7am ET on May 7th, some customers saw missing or zero values in reporting surfaces (including support volume and queue/exclusion views) for data values that appeared after 6:30pm ET on 5/6/2026 due to delayed replication in one of our data-processing tasks. Data ingestion itself continued normally and no conversation data was lost, the issue was isolated to metric freshness/display. We restored the task, backfilled dependent metrics, and service is now operating normally, with additional monitoring improvements underway to prevent recurrence.

Contact data not appearing in staffing timeline and reports

Apr <var data-var='date'>29</var>, <var data-var='time'>00:01</var> UTC Resolved - The issue with proxied APIs in workflows has now been resolved and they work as expected. Apr <var data-var='date'>28</var>, <var data-var='time'>23:53</var> UTC Identified - The issue has been identified and a fix is being implemented. Apr <var data-var='date'>28</var>, <var data-var='time'>23:46</var> UTC Investigating - We're currently investigating issues with proxied APIs in workflows. We’re working to fix the problem as quickly as we can.

Temporarily degraded performance to proxied APIs in workflows

Apr <var data-var='date'>24</var>, <var data-var='time'>18:21</var> UTC Resolved - Between 10:56 AM and 11:09 AM PT, a subset of sync jobs responsible for retrieving agent states and ticket updates experienced intermittent failures. The underlying issue has been identified and resolved, and we have verified that all affected ticket updates are now backfilling any data. We've also added a system-level agent state exclusion to ensure that these failures do not affect adherence and are conducting a postmortem to identify any system improvements that can be made.

Agent state and ticket retrieval failures

Mar <var data-var='date'>30</var>, <var data-var='time'>17:40</var> UTC Resolved - This incident has been resolved. Mar <var data-var='date'>30</var>, <var data-var='time'>17:34</var> UTC Update - We have identified and fixed the issue. We see latency coming back down to regular levels Mar <var data-var='date'>30</var>, <var data-var='time'>17:18</var> UTC Identified - The issue has been identified and we are in the process of resolving the issue.

[Copilot] High Latency on Draft Reply

Mar <var data-var='date'> 6</var>, <var data-var='time'>19:27</var> UTC Resolved - This incident has been resolved. Mar <var data-var='date'> 6</var>, <var data-var='time'>19:02</var> UTC Monitoring - A fix has been implemented and we are monitoring the results Mar <var data-var='date'> 6</var>, <var data-var='time'>18:04</var> UTC Identified - The issue has been identified and a fix is being implemented Mar <var data-var='date'> 6</var>, <var data-var='time'>17:11</var> UTC Update - We are continuing to investigate this issue Mar <var data-var='date'> 6</var>, <var data-var='time'>16:17</var> UTC Investigating - We are currently investigating this issue

Adherence metrics missing from Team Performance report

Mar <var data-var='date'> 5</var>, <var data-var='time'>00:51</var> UTC Resolved - Upstream provider service outage caused the Assembled voice agent to experience elevated latency and error rates. Once root cause was confirmed, we proactively diverted all traffic to human agents.

Upstream provider service outage caused the Assembled voice agent to experience elevated latency and error rates.

Mar <var data-var='date'> 3</var>, <var data-var='time'>17:16</var> UTC Resolved - This incident has been resolved, and we will continue to recover past data into Assembled Mar <var data-var='date'> 3</var>, <var data-var='time'>15:53</var> UTC Monitoring - The fix has been deployed and we are monitoring the status of Assembled Mar <var data-var='date'> 3</var>, <var data-var='time'>14:52</var> UTC Update - We are addressing the root cause of the issue, and working to get a resolution Mar <var data-var='date'> 3</var>, <var data-var='time'>14:08</var> UTC Update - We are continuing to work on a fix for the data sync issue Mar <var data-var='date'> 3</var>, <var data-var='time'>13:30</var> UTC Identified - We have identified the root cause of the sync issue, and are producing a fix Mar <var data-var='date'> 3</var>, <var data-var='time'>12:57</var> UTC Investigating - We are currently investigating an issue with some contact platforms synchronising data with Assembled

Delay in some integration syncs pulling live data

Feb <var data-var='date'>26</var>, <var data-var='time'>22:58</var> UTC Resolved - This incident has been resolved. Feb <var data-var='date'>26</var>, <var data-var='time'>22:37</var> UTC Update - From 1:32 PM to 5:30 PM EST, AI chat responses were intermittently failing to retrieve knowledge base content when responding to users. We have identified and resolved the issue, and will be completing a postmortem to prevent recurrence. Feb <var data-var='date'>26</var>, <var data-var='time'>22:31</var> UTC Identified - The issue has been identified and a fix is being implemented.

Knowledge Retrieval Outage

Feb <var data-var='date'>24</var>, <var data-var='time'>21:35</var> UTC Resolved - We have identified and resolved the issue with Copilot’s Draft reply. The root cause was an upstream model provider intermittently returning responses in an unexpected format that bypassed our existing fallback logic. We're identifying improvements to prevent future impact on customers. Feb <var data-var='date'>24</var>, <var data-var='time'>21:05</var> UTC Investigating - We're currently investigating problems where Copilot's Draft reply functionality is not returning a proper response on a subset of customers.

Copilot draft reply is providing empty responses

Dec <var data-var='date'>21</var>, <var data-var='time'>00:00</var> UTC Resolved - All forecasts have been regenerated and the incident has been resolved. Dec <var data-var='date'>19</var>, <var data-var='time'>20:40</var> UTC Monitoring - We have rolled out a change that fixes the root cause of the issue, and are regenerating forecasts with the fix. Dec <var data-var='date'>19</var>, <var data-var='time'>20:08</var> UTC Identified - The issue has been identified and the fix has been implemented, we will be rolling this fix out shortly. Dec <var data-var='date'>19</var>, <var data-var='time'>19:35</var> UTC Investigating - Assembled is experiencing inaccurate forecasts being displayed for some staffing requirements. We're investigating the cause.

[Reporting and data services] Incorrect forecasts being displayed

Dec <var data-var='date'>17</var>, <var data-var='time'>21:37</var> UTC Resolved - We've fixed the bug causing errors on the staffing timeline. We apologize for the inconvenience! Dec <var data-var='date'>17</var>, <var data-var='time'>21:04</var> UTC Investigating - Assembled is experiencing degraded performance, which is causing some errors in requests to the Assembled site. You may experience error messages or alerts that "something went wrong" when changing dates or making adjustments on the staffing timeline.

Temporarily degraded performance

Nov <var data-var='date'>14</var>, <var data-var='time'>11:00</var> UTC Resolved - Voice agent experiencing increased latency

Voice agent degraded performance

Oct <var data-var='date'>20</var>, <var data-var='time'>22:30</var> UTC Resolved - All services are now operational. Oct <var data-var='date'>20</var>, <var data-var='time'>22:29</var> UTC Update - We are continuing to monitor for any further issues. Oct <var data-var='date'>20</var>, <var data-var='time'>22:21</var> UTC Update - We are continuing to monitor for any further issues. Oct <var data-var='date'>20</var>, <var data-var='time'>21:15</var> UTC Update - We are seeing meaningful improvement in services and partners as AWS reports recovery, but we are yet to see total recovery amongst all our partners. Assist AI Voice remains falling back to human agents. Oct <var data-var='date'>20</var>, <var data-var='time'>19:00</var> UTC Update - We are continuing to monitor as AWS reports recovery, but we are yet to see all partners' services recover. Assist AI Voice remains falling back to human agents. Oct <var data-var='date'>20</var>, <var data-var='time'>18:10</var> UTC Update - We are continuing to monitor for improvements in upstream providers' services. Assist AI Voice remains falling back to human agents. Oct <var data-var='date'>20</var>, <var data-var='time'>17:36</var> UTC Update - We are automatically falling back to human agents from Assist AI Voice, and are working with upstream providers to resolve this as soon as possible. Oct <var data-var='date'>20</var>, <var data-var='time'>17:13</var> UTC Update - We are observing issues with multiple integration partners including Kustomer and Zendesk that are making handoff and connection between AI agents and ticketing systems unstable. Oct <var data-var='date'>20</var>, <var data-var='time'>17:10</var> UTC Update - We are also seeing ongoing issues syncing QA data with the MaestroQA platform, due to errors with MaestroQA's API. Oct <var data-var='date'>20</var>, <var data-var='time'>17:01</var> UTC Update - We are aware that our integrations with Kustomer are not working as expected at the moment due to issues connecting to Kustomer's API. This affects real-time data, reporting, and AI agent handoff. (AI agent handoff via Kustomer has been disabled.) See their status page for more details: https://status.kustomer.com/ Oct <var data-var='date'>20</var>, <var data-var='time'>16:16</var> UTC Monitoring - Our upstream provider issues are beginning to resolve, and we're seeing reporting and real-time services slowly get back to normal. There may continue to be some delays and unexpected issues caused by third-party integrations, since some other products are also experiencing connectivity issues at the moment. Oct <var data-var='date'>20</var>, <var data-var='time'>15:09</var> UTC Identified - The issue with real-time and reporting services is due to upstream provider networking issues affecting much of the internet's infrastructure. We are awaiting a resolution from the provider. Oct <var data-var='date'>20</var>, <var data-var='time'>14:57</var> UTC Investigating - Due to the earlier incident caused by upstream provider service outages, some reports have delayed data, and some customers are experiencing timeouts while trying to load report data. Real-time notifications may also be impacted. Our team is investigating the issue to identify a solution.

[AI, Reporting and Data Services] Delays and errors in Voice, reporting and real-time services

Oct <var data-var='date'>20</var>, <var data-var='time'>10:44</var> UTC Resolved - 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. Oct <var data-var='date'>20</var>, <var data-var='time'>10:23</var> UTC Monitoring - 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

Realtime states, ticket data, and email automations unavailable

Sep <var data-var='date'>23</var>, <var data-var='time'>07:45</var> UTC Resolved - Activities should now be syncing successfully into Google Calendar from Assembled. Sep <var data-var='date'>23</var>, <var data-var='time'>06:15</var> UTC Update - We are continuing to see a steady recovery. Sep <var data-var='date'>23</var>, <var data-var='time'>05:23</var> UTC Update - We are monitoring the synchronisation delay for creating events in Google Calendar. Sep <var data-var='date'>23</var>, <var data-var='time'>04:06</var> UTC Update - We are continuing to monitor the delay in synchronisation. Sep <var data-var='date'>23</var>, <var data-var='time'>03:00</var> UTC Monitoring - There is a delay synchronising events into Google Calendar after they have created in Assembled. We are aware of the issue, and monitoring for a resolution.

Delayed Google Calendar event creation

Sep <var data-var='date'>18</var>, <var data-var='time'>16:33</var> UTC Resolved - This incident has been resolved. Google has published a report regarding this issue: https://www.google.com/appsstatus/dashboard/incidents/oFcAZTr4EVieF5Fr6Ee9 Sep <var data-var='date'>18</var>, <var data-var='time'>15:36</var> UTC Monitoring - We are observing signs of recovery. We believe that users should no longer experience any issues, but will continue monitoring for errors. Sep <var data-var='date'>18</var>, <var data-var='time'>15:13</var> UTC Investigating - We are seeing Google SSO login errors. We believe this is an upstream error, and are investigating the issue. Please note that users who are already logged in are not affected.

Google SSO login errors

Sep <var data-var='date'>10</var>, <var data-var='time'>19:23</var> UTC Resolved - From 12:23 PM PT to 3:02 PM PT, chat handoffs were not functioning correctly. Conversations were not actually being handed off to human agents, and on the QA review page only the first message was visible even though conversations continued. The issue has been fully resolved going forward. We are also investigating options for retrieving the missing conversation data from the affected time window.

Assist chat handoff delivery issue

Aug <var data-var='date'>21</var>, <var data-var='time'>19:37</var> UTC Resolved - This incident has been resolved. Aug <var data-var='date'>21</var>, <var data-var='time'>19:24</var> UTC Monitoring - We are seeing intermittent delays for email auto-sends and errors coming from Zendesk, which could delay any automatic email sends and prevent full functionality of handoff to Zendesk tickets. We are closely monitoring Zendesk's status page updates (https://status.zendesk.com/) and will put any mitigations in place where appropriate.

Intermittent delays for email auto-sends and errors in chat agent escalations on the Zendesk platform

Aug <var data-var='date'> 6</var>, <var data-var='time'>04:30</var> UTC Resolved - Our upstream provider has resolved the incident, so our system is once again back in a healthy state to receive calls. Aug <var data-var='date'> 6</var>, <var data-var='time'>02:51</var> UTC Update - We are continuing to work on a fix for this issue. Aug <var data-var='date'> 6</var>, <var data-var='time'>02:50</var> UTC Identified - We're currently experiencing problems with some of our upstream voice providers. Our systems have automatically fallen back and are routing traffic to human agents. We're working with our upstream providers on a fix as soon as possible

Is Assembled down?

Assembled status is UP

Lastest published events

Agent state syncs and ticket syncs not receiving data

Degraded functionality and performance in some reporting services

Database maintenance follow-up

Assembled Services, Components and Regions

Recent Assembled events

Agent state syncs and ticket syncs not receiving data

Degraded functionality and performance in some reporting services

Database maintenance follow-up

Database Upgrade

Assembled is experiencing site-wide issues

Assembled is experiencing site-wide issues

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Is Assembled down?

Assembled status is UP

Lastest published events

Agent state syncs and ticket syncs not receiving data

Degraded functionality and performance in some reporting services

Database maintenance follow-up

Assembled Services, Components and Regions

Recent Assembled events

Agent state syncs and ticket syncs not receiving data

Degraded functionality and performance in some reporting services

Database maintenance follow-up

Database Upgrade

Assembled is experiencing site-wide issues

Assembled is experiencing site-wide issues

Get your FREE account now,5 monitors included!

Get your FREE account now,
5 monitors included!