Some users experienced errors when opening conversations to review transcripts, workflows or alerts. Call merging was also taking longer than usual.

Our team identified the cause as a backlog in backend analytics processing. The backlog is clearing and we're continuing to monitor closely. We'll post another update once it has fully cleared, or sooner if anything changes.

Raw Data Report – Upgrade Released - Monitoring As Resolution

The upgraded Raw Data report has been released to all customers as of 31 July. The new version is expected to handle larger data sets better and contribute to resolving the issue.

If you use the Raw Data report to feed a BI model or downstream data process, please note that the new version includes changes to column names and formatting. If you need more time to prepare your models, please contact Technical Success to arrange a temporary rollback to the original report.

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Agent Overview Report – release targeted for 10 August

The Agent Overview report is undergoing final checks ahead of release. We are targeting 10 August for release to all customers.

In the meantime, if your Agent Overview report is timing out due to large data volumes, a version is available immediately on request. Please contact Technical Success to ask about enabling this for your organisation.

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Next steps:

• If your Raw Data report is feeding a BI model and you need more time to update it: contact Technical Success to arrange a temporary rollback.

• If your Agent Overview is timing out and you cannot wait until 10 August: contact Technical Success to request early access.

• We will post a final update here once the Agent Overview report has been released and this incident is resolved.