When generating an Agent Overview or Raw Data report with a selected number of agents applied, the reports includes all agents in the date range instead of just the selected ones.

Our engineers are currently investigating this issue and furthur updates are to follow.

A fix for the Agent Filter issue has been deployed and confirmed working, previously affected organisations can now filter by agent name as expected.

We'll continue monitoring the fix for the next hour.

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