Delayed Agent Assistance and Transcription Response

Incident Report for Cresta

Resolved

From 8:45 AM to 9:15 AM PDT, Cresta experienced a significant increase in latency related to processing conversation messages. This caused major delays in Agent Assistance, Knowledge Assist, and transcription updates, impacting most customers.
While calls continued to be detected, agents may have seen slow or missing transcriptions and delayed assistance features during this time.

The issue has since been resolved, and all services are operating normally. We are implementing safeguards to prevent similar latency issues in the future.
Posted Jul 08, 2025 - 08:30 PDT