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necessidade de execução da rotina de limpeza e destravamento dos contadores de chamadas e agentes que estão presos afetando desempenho em alguns casos específicos.","published_at":"2025-04-04T15:05:53.000Z","published_at_timezone":null,"notify_subscribers":true,"affected_resources":[]}},{"id":"3494246","type":"status_update","attributes":{"message":"Procedimento concluído.","published_at":"2025-04-04T15:06:14.737Z","published_at_timezone":null,"notify_subscribers":true,"affected_resources":[]}},{"id":"539943","type":"status_report","attributes":{"title":"Manutenção programada - Higienização de chamadas e agentes presos","report_type":"maintenance","starts_at":"2025-04-04T15:05:53.000Z","ends_at":"2025-04-04T15:06:14.737Z","affected_resources":[{"status_page_resource_id":"8292796","status":"maintenance"},{"status_page_resource_id":"8294002","status":"maintenance"},{"status_page_resource_id":"8294003","status":"maintenance"},{"status_page_resource_id":"8294004","status":"maintenance"},{"status_page_resource_id":"8297036","status":"maintenance"},{"status_page_resource_id":"8434914","status":"maintenance"}],"aggregate_state":"maintenance"},"relationships":{"status_updates":{"data":[{"id":"3494064","type":"status_update"},{"id":"3494246","type":"status_update"}]}}},{"id":"3525207","type":"status_update","attributes":{"message":"Identificamos que a discagem da plataforma está apresentando degradação de performance afetando a velocidade de originação de chamadas.","published_at":"2025-04-14T13:27:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8434914","status":"degraded"}]}},{"id":"3525210","type":"status_update","attributes":{"message":"Causa identificada, estamos aplicando a correção. As discagens apresentarão breve pausa durante o processo. Previsão de normalização as 10h33.","published_at":"2025-04-14T13:28:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8434914","status":"degraded"}]}},{"id":"3525226","type":"status_update","attributes":{"message":"Processo concluído. Estamos monitorando para garantir normalização completa.","published_at":"2025-04-14T13:33:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8434914","status":"resolved"}]}},{"id":"545025","type":"status_report","attributes":{"title":"Degradação de performance na velocidade de discagem do sistema","report_type":"manual","starts_at":"2025-04-14T13:27:00.000Z","ends_at":null,"affected_resources":[{"status_page_resource_id":"8434914","status":"resolved"}],"aggregate_state":"degraded"},"relationships":{"status_updates":{"data":[{"id":"3525207","type":"status_update"},{"id":"3525210","type":"status_update"},{"id":"3525226","type":"status_update"}]}}},{"id":"3469402","type":"status_update","attributes":{"message":"Correções e atualizações","published_at":"2025-03-28T01:00:09.000Z","published_at_timezone":null,"notify_subscribers":true,"affected_resources":[]}},{"id":"535786","type":"status_report","attributes":{"title":"Manutenção programada","report_type":"maintenance","starts_at":"2025-03-28T01:00:09.000Z","ends_at":"2025-03-28T02:15:09.000Z","affected_resources":[{"status_page_resource_id":"8292796","status":"maintenance"},{"status_page_resource_id":"8292798","status":"maintenance"},{"status_page_resource_id":"8294001","status":"maintenance"},{"status_page_resource_id":"8294002","status":"maintenance"},{"status_page_resource_id":"8294003","status":"maintenance"},{"status_page_resource_id":"8294004","status":"maintenance"},{"status_page_resource_id":"8294245","status":"maintenance"},{"status_page_resource_id":"8296590","status":"maintenance"},{"status_page_resource_id":"8297036","status":"maintenance"},{"status_page_resource_id":"8299452","status":"maintenance"},{"status_page_resource_id":"8416616","status":"maintenance"},{"status_page_resource_id":"8416617","status":"maintenance"},{"status_page_resource_id":"8416618","status":"maintenance"},{"status_page_resource_id":"8434914","status":"maintenance"}],"aggregate_state":"maintenance"},"relationships":{"status_updates":{"data":[{"id":"3469402","type":"status_update"}]}}},{"id":"3383186","type":"status_update","attributes":{"message":"Problema em investigação.","published_at":"2025-03-01T11:21:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8434914","status":"degraded"}]}},{"id":"3383189","type":"status_update","attributes":{"message":"Falhas identificadas, iniciando procedimento corretivo.","published_at":"2025-03-01T11:35:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"downtime"},{"status_page_resource_id":"8294003","status":"downtime"},{"status_page_resource_id":"8294004","status":"downtime"},{"status_page_resource_id":"8434914","status":"degraded"}]}},{"id":"3383183","type":"status_update","attributes":{"message":"Identificamos que hoje o sistema iniciou com uma falha impedindo a geração de ligações. Chamadas que iniciaram não foram corretamente processadas.","published_at":"2025-03-01T10:59:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8434914","status":"degraded"}]}},{"id":"3383192","type":"status_update","attributes":{"message":"Procedimentos finalizados. Plataforma normalizada.","published_at":"2025-03-01T11:39:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"},{"status_page_resource_id":"8434914","status":"resolved"}]}},{"id":"3383219","type":"status_update","attributes":{"message":"## Postmortem – Falha na Geração de Ligações\nData do incidente: 01 de março de 2025\nDuração: 07:59 – 08:39 GMT-3\nStatus: Resolvido\n\n## Resumo do Incidente\nNa manhã do dia 01 de março, identificamos uma falha que impedia a geração de ligações na plataforma. As chamadas que foram iniciadas não foram corretamente processadas, impactando a operação.\n\n## Causa Raiz\nA investigação apontou que o problema teve origem nas atualizações automáticas do Google Kubernetes Engine (GKE), onde nosso cluster está alocado. Embora essas atualizações sejam essenciais para manter a segurança e estabilidade do ambiente, elas ocorrem dentro das janelas de manutenção configuradas (01:00 – 06:00 GMT-3). No entanto, o processo de atualização causou reinicializações desordenadas dos recursos do cluster, resultando em falhas na inicialização dos serviços.\n\n## Ações Corretivas e Preventivas\nCorreção imediata: As atualizações automáticas foram interrompidas e canceladas para evitar novas ocorrências no curto prazo.\nPrevenção: Estamos revisando os procedimentos de atualização e a orquestração da inicialização dos serviços para garantir que futuras atualizações não impactem a operação.\n\n## Linha do Tempo\n07:59 GMT-3: Identificação do problema – falha na geração de ligações.\n08:21 GMT-3: Início da investigação.\n08:35 GMT-3: Falha identificada e início do procedimento corretivo.\n08:39 GMT-3: Plataforma normalizada.\n\n## Próximos Passos\nRevisar a configuração de inicialização dos serviços após atualizações do GKE.\nAjustar a estratégia de manutenção para minimizar impactos operacionais.\nMonitorar preventivamente o comportamento do cluster durante futuras atualizações.\nO incidente foi solucionado e todas as operações seguem normalizadas. Seguimos trabalhando para aprimorar nossos processos e garantir maior resiliência da plataforma.","published_at":"2025-03-01T12:17:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"},{"status_page_resource_id":"8434914","status":"resolved"}]}},{"id":"521011","type":"status_report","attributes":{"title":"Chamadas presas impedindo discagem","report_type":"manual","starts_at":"2025-03-01T10:59:00.000Z","ends_at":null,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"},{"status_page_resource_id":"8434914","status":"resolved"}],"aggregate_state":"downtime"},"relationships":{"status_updates":{"data":[{"id":"3383186","type":"status_update"},{"id":"3383189","type":"status_update"},{"id":"3383183","type":"status_update"},{"id":"3383192","type":"status_update"},{"id":"3383219","type":"status_update"}]}}},{"id":"3434926","type":"status_update","attributes":{"message":"Identificamos uma falha que impede o carregamento dos chats na fila de atendimento e dos chats em andamento dentro da tela, principalmente no Omnichannel 3C+.\n\n\n\n\n\n\n\n","published_at":"2025-03-17T13:37:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8416616","status":"degraded"}]}},{"id":"3435048","type":"status_update","attributes":{"message":"Foi identificado a causa raiz do problema e corrigido. \nTela de chats normalizado.","published_at":"2025-03-17T14:38:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8416616","status":"resolved"}]}},{"id":"529638","type":"status_report","attributes":{"title":"Omnichannel - Falha em carregar tela de chats","report_type":"manual","starts_at":"2025-03-17T13:37:00.000Z","ends_at":null,"affected_resources":[{"status_page_resource_id":"8416616","status":"resolved"}],"aggregate_state":"degraded"},"relationships":{"status_updates":{"data":[{"id":"3434926","type":"status_update"},{"id":"3435048","type":"status_update"}]}}},{"id":"3438858","type":"status_update","attributes":{"message":"Procedimento de reinicialização e limpeza concluído.","published_at":"2025-03-18T18:13:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}]}},{"id":"3438839","type":"status_update","attributes":{"message":"Estamos investigando instabilidade causando abandono de ligações da Discadora na plataforma 3C Plus.","published_at":"2025-03-18T18:06:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"degraded"},{"status_page_resource_id":"8294004","status":"degraded"}]}},{"id":"3438850","type":"status_update","attributes":{"message":"Causa identificada. Solução em andamento. Previsão de normalização estimada em 10 minutos (15h20).","published_at":"2025-03-18T18:10:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"degraded"},{"status_page_resource_id":"8294004","status":"degraded"}]}},{"id":"3438852","type":"status_update","attributes":{"message":"Reinicialização dos componentes e desconexão de usuários em andamento.","published_at":"2025-03-18T18:11:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"downtime"},{"status_page_resource_id":"8294003","status":"downtime"},{"status_page_resource_id":"8294004","status":"downtime"}]}},{"id":"3438882","type":"status_update","attributes":{"message":"Confirmamos após monitoramento que todos os serviços foram completamente restabelecidos. A causa raiz do problema foi solucionada. Além do monitoramento contínuo, nenhuma ação futura será necessária para este incidente.","published_at":"2025-03-18T18:21:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}]}},{"id":"530348","type":"status_report","attributes":{"title":"Instabilidade detectada","report_type":"manual","starts_at":"2025-03-18T18:06:00.000Z","ends_at":null,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}],"aggregate_state":"downtime"},"relationships":{"status_updates":{"data":[{"id":"3438858","type":"status_update"},{"id":"3438839","type":"status_update"},{"id":"3438850","type":"status_update"},{"id":"3438852","type":"status_update"},{"id":"3438882","type":"status_update"}]}}},{"id":"3442376","type":"status_update","attributes":{"message":"Identificamos que estamos passando por instabilidade causando abandono de ligações na plataforma desde as 14h33.","published_at":"2025-03-19T17:33:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"degraded"},{"status_page_resource_id":"8294004","status":"degraded"}]}},{"id":"3442378","type":"status_update","attributes":{"message":"Iniciando procedimento de correção e limpeza.","published_at":"2025-03-19T17:42:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"downtime"},{"status_page_resource_id":"8294003","status":"downtime"},{"status_page_resource_id":"8294004","status":"downtime"}]}},{"id":"3442380","type":"status_update","attributes":{"message":"Procedimentos concluídos.","published_at":"2025-03-19T17:44:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}]}},{"id":"3442381","type":"status_update","attributes":{"message":"Estamos monitorando e iniciando processo de investigação mais profundo neste momento.","published_at":"2025-03-19T17:46:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}]}},{"id":"530924","type":"status_report","attributes":{"title":"Abandono de ligações","report_type":"manual","starts_at":"2025-03-19T17:33:00.000Z","ends_at":null,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}],"aggregate_state":"downtime"},"relationships":{"status_updates":{"data":[{"id":"3442376","type":"status_update"},{"id":"3442378","type":"status_update"},{"id":"3442380","type":"status_update"},{"id":"3442381","type":"status_update"}]}}},{"id":"3456685","type":"status_update","attributes":{"message":"Estamos reabrindo este incidente devido ao reaparecimento do problema.","published_at":"2025-03-24T13:45:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"degraded"},{"status_page_resource_id":"8294003","status":"degraded"},{"status_page_resource_id":"8294004","status":"degraded"}]}},{"id":"3456686","type":"status_update","attributes":{"message":"Iniciando procedimento emergencial de resolução da falha.","published_at":"2025-03-24T13:50:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"downtime"},{"status_page_resource_id":"8294003","status":"downtime"},{"status_page_resource_id":"8294004","status":"downtime"}]}},{"id":"3456689","type":"status_update","attributes":{"message":"Procedimento concluído, plataforma normalizada.","published_at":"2025-03-24T13:52:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}]}},{"id":"3456701","type":"status_update","attributes":{"message":"Seguimos investigando esse problema. Ficou claro que as medidas paliativas adotadas, demonstraram comportamento correto inicialmente mas não solucionaram o problema. \n\nEstamos tratando esta falha com máxima priorização sem medir esforços para encontrar solução definitiva. \n\nInformaremos aqui toda e qualquer atualização tivermos em tempo real.","published_at":"2025-03-24T13:55:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}]}},{"id":"3450177","type":"status_update","attributes":{"message":"As medidas paliativas adotadas durante o processo de resolução do incidente demonstraram estabilidade e estão operando conforme o esperado.\n\nEm relação ao relatório post-mortem, informamos que as investigações ainda estão em andamento e deverão ser concluídas nas próximas 24 horas. A plataforma segue sob monitoramento contínuo e, assim que houverem atualizações relevantes sobre este incidente, comunicaremos por este canal.","published_at":"2025-03-21T20:40:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}]}},{"id":"3449814","type":"status_update","attributes":{"message":"Identificamos que o sistema está abandonando ligações com agentes disponíveis.","published_at":"2025-03-21T17:26:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"degraded"},{"status_page_resource_id":"8294004","status":"degraded"}]}},{"id":"3449819","type":"status_update","attributes":{"message":"Estamos realizando o procedimento para restabelecimento emergencial do sistema.","published_at":"2025-03-21T17:27:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"downtime"},{"status_page_resource_id":"8294003","status":"downtime"},{"status_page_resource_id":"8294004","status":"downtime"}]}},{"id":"3449820","type":"status_update","attributes":{"message":"Previsão de retorno: 5 minutos.","published_at":"2025-03-21T17:28:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"downtime"},{"status_page_resource_id":"8294003","status":"downtime"},{"status_page_resource_id":"8294004","status":"downtime"}]}},{"id":"3449832","type":"status_update","attributes":{"message":"Procedimento finalizado. Plataforma restabelecida. \nEstamos iniciando processo de monitoramento e verificando se o ajuste realizado está operacional.","published_at":"2025-03-21T17:30:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}]}},{"id":"3449835","type":"status_update","attributes":{"message":"Reportaremos informações de POST-MORTEM ao final do processo de monitoramento e investigação.","published_at":"2025-03-21T17:31:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}]}},{"id":"3457749","type":"status_update","attributes":{"message":"Durante nossa investigação, identificamos um acúmulo de jobs relacionados à limpeza de chamadas, causado por um bug em nossa aplicação. Esse comportamento ocorria especificamente em campanhas configuradas com tempo de espera igual a zero.\n\nAplicando um patch corretivo para tratar esse cenário e eliminar o acúmulo das tarefas mencionadas. No entanto, em compromisso com a transparência, destacamos que ainda não temos plena certeza de que essa correção resolverá integralmente todos os problemas identificados até o momento.\n\nParalelamente à correção, nossa equipe também implantou novas ferramentas de monitoramento e diagnóstico no recurso afetado. Isso nos proporcionará muito mais visibilidade para futuras análises e permitirá diagnósticos mais rápidos e precisos, caso o problema volte a ocorrer.\n\nA investigação segue em andamento, com total dedicação de nossa equipe. Assim que a correção for aplicada e estivermos 100% seguros da estabilidade do sistema, emitiremos um relatório final detalhado, compartilhando todas as ações realizadas e os aprendizados obtidos.\n\nReforçamos nosso compromisso com a estabilidade da plataforma e com a manutenção do SLA acordado. Não estamos medindo esforços para resolver este problema, que já foi abordado sob diversas perspectivas. E não descansaremos até que a causa raiz seja totalmente compreendida e definitivamente solucionada.\n\nManteremos todos atualizados sobre qualquer avanço relevante na investigação ou na eficácia da correção aplicada.","published_at":"2025-03-24T19:33:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}]}},{"id":"3468494","type":"status_update","attributes":{"message":"Registro retroativo: 27/03/2025 11h30 Identificado degradação de performance na discadora 3C Plus, causando abandono parcial e não geral de ligações na plataforma em algumas campanhas.","published_at":"2025-03-27T14:30:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"degraded"},{"status_page_resource_id":"8294003","status":"degraded"},{"status_page_resource_id":"8294004","status":"degraded"}]}},{"id":"3468495","type":"status_update","attributes":{"message":"Registro retroativo: 27/03/2025 11h50 Identificado normalização das falhas após medidas corretivas adotadas sem reinicialização ou downtime.","published_at":"2025-03-27T14:50:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}]}},{"id":"3468498","type":"status_update","attributes":{"message":"Registro retroativo: 27/03/2025 14h21 Identificado reaparecimento da degradação de performance na discadora 3C Plus, causando novamente o abandono parcial e não geral de ligações na plataforma em algumas campanhas.","published_at":"2025-03-27T17:21:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"degraded"},{"status_page_resource_id":"8294003","status":"degraded"},{"status_page_resource_id":"8294004","status":"degraded"}]}},{"id":"3468500","type":"status_update","attributes":{"message":"Registro retroativo: 27/03/2025 14h42 Após novos ajustes realizados identificamos novamente a normalização da performance do sistema.","published_at":"2025-03-27T17:42:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}]}},{"id":"3468549","type":"status_update","attributes":{"message":"### Post-Mortem - Incidente de Performance na Controladora de Telefonia\n\n**Serviço Afetado:** Controle de Telefonia - Agentes e Ligações\n\n---\n\n#### Impacto Percebido:\n- Chamadas sendo abandonadas mesmo com agentes disponíveis na fila.\n- Em alguns momentos, reinicializações emergenciais causaram desconexão de usuários, exigindo novo login.\n- No dia 27/03/2025, algumas campanhas foram afetadas; \n- Nos dias anteriores, o impacto foi mais amplo, afetando todos os clientes e campanhas simultaneamente.\n\n---\n\n#### Resumo da Causa Raiz:\nApós múltiplas tentativas de mitigação e uma investigação detalhada, foi possível identificar que o problema se originava de um acúmulo de jobs em uma fila específica da controladora de telefonia. Essa fila é responsável pela conexão de chamadas a agentes, especialmente após a identificação de que a chamada foi atendida por um humano (ou seja, não caixa postal).\n\nDurante esse processo, é necessário obter um lock da campanha antes de realizar a conexão com o agente. Em momentos de pico, as campanhas permaneciam travadas por longos períodos devido à lentidão na liberação desses locks, o que fazia com que os jobs fossem reprogramados repetidamente. Esse comportamento gerava efeito cascata, degradando ainda mais a performance e causando abandono parcial ou total de chamadas em alguns momentos.\n\n---\n\n#### Ações Corretivas Aplicadas:\n- **Aumento da capacidade de escalabilidade automática** do cluster de telefonia, permitindo a criação mais rápida de novas instâncias em momentos de pico de tráfego.\n- **Melhorias nas ferramentas de monitoramento e visibilidade**, que permitiram identificar com mais precisão os gargalos de processamento.\n- **Patch corretivo de lógica em desenvolvimento**, previsto para deploy em `27/03/2025 às 22h00`, durante janela de manutenção agendada. Esse patch visa otimizar o fluxo de execução dos jobs, evitando travamentos de campanha e reduzindo o número de reprocessamentos desnecessários.\n\n---\n\n#### Resultados Observados Após Ações Aplicadas:\n- Desde a aplicação do aumento de capacidade no dia `27/03`, foi observada estabilização consistente do sistema, mesmo em horários de pico.\n- A normalização da performance foi confirmada às `14h42` de `27/03/2025`.\n\n---\n\n#### Lições Aprendidas e Próximos Passos:\n- A necessidade de revisar e otimizar processos que envolvem locks e filas de jobs em sistemas críticos foi reforçada.\n- Será realizada uma revisão abrangente nos fluxos internos da controladora de telefonia para garantir resiliência mesmo sob cargas intensas.\n- Equipe técnica permanece monitorando de forma ativa o comportamento do sistema nos próximos dias.\n\n---\n\n#### Compromisso com a Qualidade:\nSeguimos comprometidos com a estabilidade da plataforma e com o SLA acordado. Todas as ações foram executadas com o objetivo de minimizar impactos e garantir a operação plena da plataforma. Este incidente trouxe aprendizados importantes que já estão sendo incorporados em nossos processos internos e em melhorias contínuas de infraestrutura e software.\n","published_at":"2025-03-27T19:56:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}]}},{"id":"3471201","type":"status_update","attributes":{"message":"Registro retroativo: Reaparecimento do problema causando abandono de chamadas.","published_at":"2025-03-28T13:30:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"degraded"},{"status_page_resource_id":"8294003","status":"degraded"},{"status_page_resource_id":"8294004","status":"degraded"}]}},{"id":"3471209","type":"status_update","attributes":{"message":"Registro retroativo: Causa identificada: Durante a manutenção realizada ontem na aplicação do patch, o script que realiza o procedimento reverteu ajuste de limite de capacidade voltando o limite incorreto na configuração. Limites foram aplicados novamente e o script foi atualizado para que não ocorra a reversão novamente.","published_at":"2025-03-28T13:38:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}]}},{"id":"3471212","type":"status_update","attributes":{"message":"Informamos que nosso monitoramento após ajustes aplicados mostra normalização completa de todos os serviços. Nossa equipe segue monitorando tudo em tempo real.","published_at":"2025-03-28T14:31:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}]}},{"id":"532340","type":"status_report","attributes":{"title":"Abandono de ligações","report_type":"manual","starts_at":"2025-03-21T17:26:00.000Z","ends_at":null,"affected_resources":[{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"}],"aggregate_state":"downtime"},"relationships":{"status_updates":{"data":[{"id":"3456685","type":"status_update"},{"id":"3456686","type":"status_update"},{"id":"3456689","type":"status_update"},{"id":"3456701","type":"status_update"},{"id":"3450177","type":"status_update"},{"id":"3449814","type":"status_update"},{"id":"3449819","type":"status_update"},{"id":"3449820","type":"status_update"},{"id":"3449832","type":"status_update"},{"id":"3449835","type":"status_update"},{"id":"3457749","type":"status_update"},{"id":"3468494","type":"status_update"},{"id":"3468495","type":"status_update"},{"id":"3468498","type":"status_update"},{"id":"3468500","type":"status_update"},{"id":"3468549","type":"status_update"},{"id":"3471201","type":"status_update"},{"id":"3471209","type":"status_update"},{"id":"3471212","type":"status_update"}]}}},{"id":"3457579","type":"status_update","attributes":{"message":"O recebimento de mensagens e as atualizações de status das mensagens enviadas (ACK) foram normalizados.","published_at":"2025-03-24T18:45:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8416616","status":"resolved"},{"status_page_resource_id":"8416617","status":"resolved"}]}},{"id":"3457562","type":"status_update","attributes":{"message":"Identificamos um atraso significativo no recebimento de mensagens e nas atualizações de status das mensagens enviadas (ACK).","published_at":"2025-03-24T18:20:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8416616","status":"degraded"},{"status_page_resource_id":"8416617","status":"degraded"}]}},{"id":"533714","type":"status_report","attributes":{"title":"Demora no recebimento de mensagens no omnichannel","report_type":"manual","starts_at":"2025-03-24T18:20:00.000Z","ends_at":null,"affected_resources":[{"status_page_resource_id":"8416616","status":"resolved"},{"status_page_resource_id":"8416617","status":"resolved"}],"aggregate_state":"degraded"},"relationships":{"status_updates":{"data":[{"id":"3457579","type":"status_update"},{"id":"3457562","type":"status_update"}]}}},{"id":"3555632","type":"status_update","attributes":{"message":"Identificamos que as ligações automáticas da discadora não estão sendo realizadas.","published_at":"2025-04-23T11:11:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8434914","status":"degraded"}]}},{"id":"3555635","type":"status_update","attributes":{"message":"Falha corrigida.","published_at":"2025-04-23T11:31:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8434914","status":"resolved"}]}},{"id":"549673","type":"status_report","attributes":{"title":"Falha nas discagens da plataforma","report_type":"manual","starts_at":"2025-04-23T11:11:00.000Z","ends_at":null,"affected_resources":[{"status_page_resource_id":"8434914","status":"resolved"}],"aggregate_state":"degraded"},"relationships":{"status_updates":{"data":[{"id":"3555632","type":"status_update"},{"id":"3555635","type":"status_update"}]}}},{"id":"3526103","type":"status_update","attributes":{"message":"Identificamos que alguns usuários foram desconectados da plataforma de forma inesperada.","published_at":"2025-04-14T18:09:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8292796","status":"degraded"}]}},{"id":"3526114","type":"status_update","attributes":{"message":"Iniciado procedimento emergencial de reinicialização e limpeza de estados travados durante a falha.","published_at":"2025-04-14T18:11:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8292796","status":"downtime"},{"status_page_resource_id":"8294002","status":"downtime"},{"status_page_resource_id":"8294003","status":"downtime"},{"status_page_resource_id":"8294004","status":"downtime"},{"status_page_resource_id":"8434914","status":"downtime"}]}},{"id":"3526117","type":"status_update","attributes":{"message":"Procedimento finalizado, plataforma normalizada.","published_at":"2025-04-14T18:14:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8292796","status":"resolved"},{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"},{"status_page_resource_id":"8434914","status":"resolved"}]}},{"id":"3526129","type":"status_update","attributes":{"message":"## 📝 Post-mortem — Desconexões de Usuários na Plataforma  \n**Data:** 14/04/2025  \n**Horário:** 15:09 – 15:14 (GMT-3)\n\n### **Resumo do Incidente**  \nNo dia 14/04, entre 15h09 e 15h14, identificamos desconexões inesperadas de usuários em nossa plataforma, impactando os seguintes serviços:\n\n- Back-end API  \n- Vox - Back-end CLI  \n- Controle de Telefonia  \n- Telefonia - Agentes  \n- Telefonia - Ligações\n\n### **Causa Identificada**  \nDurante a investigação, constatamos que o limite de conexões simultâneas em recursos de banco de dados foi atingido em algumas instâncias do serviço, resultando em falhas de autenticação e perda de sessão para parte dos usuários conectados.\n\n### **Ação Corretiva**  \nRealizamos um procedimento emergencial de reinicialização e limpeza de estados travados, normalizando a operação da plataforma. A causa raiz foi tratada de forma definitiva durante essa manutenção.\n\n### **Próximos Passos**  \n- Seguimos com o monitoramento contínuo da estabilidade do ambiente.  \n- Adicionamos novos pontos de alerta ao nosso sistema de monitoramento preventivo para mitigar recorrências semelhantes.\n","published_at":"2025-04-14T18:37:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8292796","status":"resolved"},{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"},{"status_page_resource_id":"8434914","status":"resolved"}]}},{"id":"545161","type":"status_report","attributes":{"title":"Desconexões de usuários na plataforma","report_type":"manual","starts_at":"2025-04-14T18:09:00.000Z","ends_at":null,"affected_resources":[{"status_page_resource_id":"8292796","status":"resolved"},{"status_page_resource_id":"8294002","status":"resolved"},{"status_page_resource_id":"8294003","status":"resolved"},{"status_page_resource_id":"8294004","status":"resolved"},{"status_page_resource_id":"8434914","status":"resolved"}],"aggregate_state":"downtime"},"relationships":{"status_updates":{"data":[{"id":"3526103","type":"status_update"},{"id":"3526114","type":"status_update"},{"id":"3526117","type":"status_update"},{"id":"3526129","type":"status_update"}]}}},{"id":"3551725","type":"status_update","attributes":{"message":"Identificamos instabilidade no Socket Realtime, causando desconexão de alguns usuários da plataforma.","published_at":"2025-04-22T12:37:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8297036","status":"degraded"}]}},{"id":"3551727","type":"status_update","attributes":{"message":"Estamos investigando a causa do problema.","published_at":"2025-04-22T12:43:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8297036","status":"degraded"}]}},{"id":"3551732","type":"status_update","attributes":{"message":"Causa identificada, estamos aplicando a correção para a falha.","published_at":"2025-04-22T12:48:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8297036","status":"degraded"}]}},{"id":"3551738","type":"status_update","attributes":{"message":"Correção realizada. Plataforma normalizada.","published_at":"2025-04-22T12:55:00.000Z","published_at_timezone":"Brasilia","notify_subscribers":true,"affected_resources":[{"status_page_resource_id":"8297036","status":"resolved"}]}},{"id":"549053","type":"status_report","attributes":{"title":"Interrupções na conexão websocket com a plataforma","report_type":"manual","starts_at":"2025-04-22T12:37:00.000Z","ends_at":null,"affected_resources":[{"status_page_resource_id":"8297036","status":"resolved"}],"aggregate_state":"degraded"},"relationships":{"status_updates":{"data":[{"id":"3551725","type":"status_update"},{"id":"3551727","type":"status_update"},{"id":"3551732","type":"status_update"},{"id":"3551738","type":"status_update"}]}}}]}