Incident Management
Full lifecycle: detect → investigate → identify → monitor → resolve → close. Severity: Critical · High · Medium · Low · Informational.
Active incidents
4
Critical
1
SLA breached
1
Impacted calls
669
Incidents
Severity · agents · impact · cause · owner · status
Elevated LLM latency on Support Concierge
inc_1001
P95 LLM turn latency jumped from 900ms to 2.4s after deploy. Tool-call retries correlated.
Severity
High
Owner / team
Priya N. · Voice Ops
Start
8/4/2026, 2:40:00 AM
Detection
8/4/2026, 2:41:00 AM
Ack
8/4/2026, 2:45:00 AM
Resolution time
—
SLA
60m
Customer impact
Address-change failures and long silence
Affected agents
Support Concierge
Impacted calls
184
Regions
us-west-2
Providers
OpenAI, CRM API
Suspected cause
LLM timeout after CRM tool-call retry storm post-deploy
Root cause
—
Workaround
Manual CRM update path for priority accounts
Resolution
—
Timeline
Anomaly detected · failure rate
system · 8/4/2026, 2:40:00 AM
Incident auto-created
alert ap_01 · 8/4/2026, 2:41:00 AM
Acknowledged · investigating
Priya N. · 8/4/2026, 2:45:00 AM
Linked deploy dep_support_0803
Priya N. · 8/4/2026, 3:05:00 AM
Comments
Priya N. just now
CRM update_address showing 3 retries then LLM timeout.