A fix had been deployed, but the issue is ongoing.

Our engineers are continuing to work on a resolution, and we'll post further updates here.

Our engineers have identified and resolved the issue delaying call transcription. Calls are moving through again.

Due to the backlog that built up during this time, it may take up to three hours for all calls to fully catch up. In the meantime, some calls may take a little longer than usual to appear in Voyc.

We will update this page once everything is up to date.

Agent Overview Report: major progress
All customers who have previously experienced failures or timeouts on the Agent Overview report have now had the upgraded infrastructure version of this report released to their organisation. This is a significant step toward fully resolving this incident.

The upgraded report has a refreshed look and feel:
The front summary page has been removed, and the report now opens directly into your data. All existing data has been retained, with the following additions:
- Which scorecard conversations were evaluated against
- The number of conversations routed through each group that the aggregated result is based on If you have been affected by this incident, look out for a separate email arriving shortly with a preview of the new report format.

What is still being monitored
We are keeping this incident open to monitor: Any timeouts or failures on the newly released Agent Overview report. Any timeouts on the Scores Overview report, which remains on the previous infrastructure while migration work is planned.

If you experience any issues with either of these reports, please contact Technical Success.

Next steps
Customers not yet on the upgraded Agent Overview report: a broader release is planned for 30th of September. We will post a further update here once the incident is ready to be closed or if anything changes in the interim