| Sudden message volume increase | The system is receiving 50% more messages in the current 5-minute time interval compared to the previous 5-minute time interval. | Potential system strain during peak usage. | Open the Messages chart on the Overview dashboard and the Endpoints dashboard to view the Endpoint traffic. Monitor system load, Flow latency, and ensure performance remains stable. |
| Sudden message volume decrease | The system is receiving 95% fewer messages in the current 5-minute interval compared to the previous 5-minute interval. | Possible downtime, channel issue, or low traffic. | Open the Messages chart on the Overview dashboard and the Endpoints dashboard to view the Endpoint traffic. Review the logs, check Endpoint settings, integrations with third-party platforms, and traffic sources. |
| Increased transformer error rate | The number of errors thrown by the Endpoint Transformers has exceeded 100 in the last 5 minutes. | Message transformations may fail or degrade in quality. | Open the Endpoints dashboard to view transformer metrics. Review the logs and verify the Transformer settings in Endpoints. |
| Increased outbound HTTP call error rate | The number of errors thrown by API calls made through the HTTP Request Node has exceeded 50 in the last 5 minutes. | Data loss, delayed Flows, or unavailable functionality for end users. | Open the Flows dashboard to view outbound HTTP request metrics. Review the logs, verify the HTTP Request Node configurations in your Flows and the availability of the external service’s API. |
| Increased LLM error rate | The number of errors thrown during Large Language Model prompt execution has exceeded 100 in the last 5 minutes. Error count includes automatic retries (up to 3 attempts per prompt). | Failed executions may affect response quality. | Open the Flows dashboard to view outbound LLM-related metrics. Review models configured for LLM-based Flows. Common issues include: - LLM configuration issues – adjust the LLM settings if misconfiguration is evident in the logs or error messages.
- Rate limiting by the LLM provider – contact the LLM provider to verify usage limits or quota issues.
If the issue can’t be resolved, contact Cognigy Product Support for further investigation. |
| Increased Knowledge AI query error rate | The number of failed knowledge search operations has exceeded 100 in the last 5 minutes. | Knowledge retrieval may fail. | Open the Flows dashboard to view Knowledge AI metrics. Check the embedding model configured for the Knowledge AI feature. Common issues include: - Rate limiting by the LLM provider – check logs for details. If you are using an on-premises installation, inspect logs for
service-search-orchestrator. For SaaS installations, contact Cognigy technical support. - Invalid LLM credentials – use the Test button in the LLM resource to verify credentials.
- Cognigy.AI internal communication issues – contact Cognigy technical support for further investigation.
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| Increased real-time translation error rate | The number of real-time translation errors has exceeded 100 in the last 5 minutes. | Translations may fail. | Check connections to translation providers:- At the project level – verify credentials, use the Test button in Manage > Settings of your Projects.
- At the Endpoint level – go to the Real-Time Translation settings in Endpoints. For some providers, such as DeepL Translate Pro, ensure you enter the correct values for fields like Formality or Glossary ID.
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| Increased NLU error rate | The number of failed NLU processing operations has exceeded 100 in the last 5 minutes. | Intent recognition may fail. | Open the Flows dashboard to view NLU metrics. Review the logs, verify the Intent rules and conditions, and check your NLU connector, if you have an external NLU connector. If the issue can’t be resolved, contact Cognigy Product Support for further investigation. |
| Increased handover error rate | The number of failed handover requests has exceeded 20 in the last 5 minutes. | Handover to human agents may fail. | Open the Handover Providers dashboard to view handover metrics. Review the logs, verify the setup of your handover provider, and check your handover provider’s website for any issues with their services. If the issue can’t be resolved, contact Cognigy Product Support and provide them the error log for further investigation. |
