Update

Work has been completed to better account for unscored calls in the Compliance Report: this addresses the root cause of the incorrect volumes and unknown rows that were appearing in the report.

The upgraded version of this report has been tested and is currently in private beta with a small number of customers. We are targeting a full release to all customers on or before 30 June.

When the upgrade has been applied to your organisation, you will receive a notification via email or in-app message no action is required from you ahead of that.

If you are still seeing data discrepancies in the meantime, please report these to Technical Success.

What is affected:

The following reports may fail to generate or become stuck in a fetching state for organisations with complex scorecards and high call volumes:

- Raw Data report

- Agent Overview report

- Scores Overview report

- Agent Detail report

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Timeline to full resolution

We have a small amount of outstanding work remaining on a related infrastructure update that needs to complete before engineering can resume full upgrades on the affected reports above. Full resolution is targeted for early Q3, mid-July. We will post a further update once that work is complete and the next phase has begun.

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Your options in the meantime

Option 1: Reduce the scope of your report

- Narrow the date range and generate in smaller segments

- Split agents across multiple report runs rather than running all agents at once

These are the quickest ways to get reports generating without any changes on our side.

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Option 2 : Trial the new report version (Raw Data & Agent Overview)

We have updated versions of both the Raw Data and Agent Overview reports available for trial. These reports resolve the generation issue and include confidence and duration filters.

Please note:

- Tag and attribute filters are not yet available on these versions

- The new Raw Data report includes changes to column names and formatting. If you use this report to feed a BI model or downstream data process, your model will need to be updated before switching

If you would like to trial these versions, contact Technical Success. Let us know which report is affected and which filters your organisation uses, and we will confirm whether these versions are suitable for your use case.

If you use the Raw Data report in a BI model and would like to start preparing, Technical Success can provide a sample of the new report format to help your team refactor your model ahead of the transition.

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Next steps

- To try the interim report versions or request a BI model sample: contact Technical Success with details of which report is failing and the filters you require

- All customers: we will continue to post updates here as we progress toward full resolution in mid-July

We are currently completing and testing the upgraded version of the underlying analytics infrastructure on all dashboards. The testing is expected to be completed by the end of May.
We shall then begin a staggered rollout of this upgrade through the month of June which is expected to resolve any outstanding performance and inconsistency issues.