This issue appeared to be a one-off incident that was affected by calls that had not finished processing.
For saftey we will continue to monitor this and ask you to please report any issues to technical success.

There is an underlying analytics infrastructure work underway that will upgrade this report with an ETA of the end of June for completion at that point, we will revisit and close this.

We have identified an issue affecting data displayed on the Alerts dashboard, where some figures may appear incorrect or inconsistent.

A fix has been deployed this week and we are monitoring the situation closely. We expect this to resolve the majority of cases. Any remaining inconsistencies will be fully addressed as part of a broader infrastructure upgrade currently in progress, due for completion by end of June.

If you notice any further inconsistencies, please report them to our support team so we can ensure we have full visibility of platform performance.

We appreciate your patience and will provide a further update once we have confirmed full resolution.

We have identified the root cause of report generation failures, known to affect the Raw Data and Agent Overview reports. The issue occurs when a complex scorecard with a high number of nodes is combined with a large volume of calls, causing reports to time out. Affected reports will now result in failed statuses on the reports library rather than remaining stuck in processing. We are actively working on a long-term fix.

As of the 30th April.

Interim reports available · new versions released on request

Updated versions of the Raw Data and Agent Overview reports are available on request as of the 30th of April. These have been fully tested and validated. All data is present and accurate, with confidence and duration filters in place. Customers who do not require filtering by agent, tag, or attribute can request access to these reports through Technical Success.

If you are experiencing report failures please try

• Reduce your date range to generate the report in smaller segments

• Reduce the number of agents included in a single report run

• If you do not need to filter by agent, tag, or attribute, contact Technical Success to ask about accessing the updated report versions
  
  Ongoing · Monitoring:

  Long-term fix underway
  

  We are migrating both affected reports and their full filter sets to a more scalable underlying infrastructure. This work forms part of an ongoing analytics infrastructure upgrade. This is currently underway and it will resolve the root cause of the issue. It is expected to be completed around the end of July.
  
  We will post further updates here as this progresses.

We are currently experiencing an issue where some calls are delayed or not appearing in Voyc as expected.

Impact

• Some conversations may be temporarily missing from the platform

What we’re doing
Our team has identified the cause and is actively working on a fix. We are prioritising this and aiming to resolve it as soon as possible.

Next update
We will provide a further update once the fix has been implemented or if there are any significant developments.

Reports generated in a time of high traffic timeout due to the overload on the system. Our engineering team will look at better visibility of reports timeouts next quarter.

We are aware that audio redaction may not work consistently.

This functionality is still experimental and will require a dedicated project to refine. Our engineering teams have not yet started on this project but we will share an update as soon as it begins