Incident report - LA for 365 service degradation
Detected: Sunday July 30th 2017 - 23:39 UTC
Resolved: Monday July 31st 2017 - 22:00 UTC
Service Impact: Degraded - chat widget unavailable
Affected Regions: All, except APAC
Summary: CaféX is experiencing an issue where the chat widget is not loading in Dynamics 365 and agents are not logged in to take chats. When customers click the chat link they are only offered the off-line survey.
Workaround: Agents can still load the chat widget in it's own window from "Service | Agent Live Assist" link.
Note: Ensure popups are not blocked otherwise the console will not load
RCA: Changes in Microsoft environment had unexpected impact on service.
Next steps: CaféX are working with Microsoft to mitigate against this happening again.