Agent Overview report, group scores fix in testing
Agent Overview reports that time out on wide date ranges or large scorecards will generate on the upgraded version of the report. Releasing that version is what resolves this issue for Agent Overview, and one item is outstanding before we can: the aggregated group scores in the report require attention to fix a bug.
We targeted that fix for August. It did not hold in testing, so we rolled it back rather than release a report whose group scores did not match the rest of the platform. The reworked fix is in development, testing runs through Monday 7 September, and we expect to release the upgraded report to all customers between 7 and 14 September.
Scores Overview report
Work on this report is still outstanding and we do not have a date to share yet. The data you use it for will be available in the upgraded Agent Overview report, which gives you a score per category and an overall score above the per-agent breakdown.
In the meantime the Scores by Channel dashboard answers the same question and carries a wider set of filters. Narrowing your date range or splitting agents across separate runs also keeps Scores Overview generating reliably. Technical Success can help you find either of these.
