Known degradation – Raw Data, Agent Overview & Agent Detail reports
As noted in our previous update, report generation can fail for organisations with complex scorecards and high call volumes when running across wider date ranges. The Raw Data, Agent Overview, and Agent Detail reports are affected. Full infrastructure upgrades for these three reports will follow the completion of Q2 org-level migration work.
If you are experiencing failures on these reports
Try reducing the date range to generate in smaller segments
Try reducing the number of agents included in a single report run
If neither works, contact Technical Success — updated versions of these reports may be available for your use case depending on the filters you require
We need your help:
If you are experiencing generation failures on any channel-level report, please reach out to Technical Success with the following details — this helps us prioritise fixes and identify the right interim solution for your organisation:
Which report is failing
Date range you are trying to generate
Filters you typically apply: confidence threshold, call duration, specific agents, tags, or attributes
Whether you require all filters or only a subset
Q2 · Planned upgrades:
Reports receiving infrastructure upgrades this quarter:
The following reports are being migrated to our upgraded reporting infrastructure over the course of Q2. This will improve performance, scalability, and reliability at higher data volumes.
Reports are being migrated in stages — you will be notified when each report transitions for your org.
Workflow Raw Data -
Private beta
Alerts Raw Data -
Public beta
Dead Air Report -
Generally available
Compliance Report -
Generally available
Conversational Volumes Report -
Generally available
Alerts Triggered Report -
Public beta
Workflow Tasks Report – new version
Private beta → GA
Tags Report - Public beta
Q2 2025 · Deprecation
Workflow Tasks Report (current version) will be deprecated
As part of this upgrade, the current version of the Workflow Tasks Report will be retired from the platform and replaced by the new upgraded version. The new version contains all existing functionality alongside performance improvements. We will communicate timing ahead of the change — no action is required from you at this stage.
Following Q2 · What comes next
Channel-level report upgrades to follow
Once the Q2 org-level migration is complete, we will resume and finalise the infrastructure upgrades for the Raw Data, Agent Overview, and Agent Detail channel-level reports — resolving the ongoing degradation fully.
Expected to be delivered early Q3 in the first 2 weeks of July.
The Scores Overview and Scores Detail reports will also be rebuilt on the upgraded infrastructure in this phase.
