Status: Investigating & Interim Solution Available

We identified processing timeouts affecting specific reports with large call volumes. We're working on new versions of both Agent Overview and Raw Reports to resolve these issues permanently.

If your Agent Overview or Raw Data reports are timing out and do not require tag or attribute filters, we have new version we can offer you that is in the testing stages. - The new version without tag and attribute filters is available for immediate trial and supports:

• Confidence filters

• Duration filters

To access the interim solution: Please contact our Technical Success team and let them know you'd like to trial the new report version for your specific use case.

Full resolution for upgraded infrastructure on the Agent Overview and Raw Reports will be completed in early Q3 (mid-July), following validation and rollout of our org reports infrastructure updates.

• Affected customers: Reach out to Technical Success if you want to try the interim solution

• All customers: We'll provide updates as we progress toward the permanent fix

This report is getting a full infrastructure upgrade, currently in progress with changes made to how unscored calls are handled. The upgraded version will be rolled out gradually through the month of June.

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.