We have made progress on the Agent Overview report fix and the data accuracy issue has been resolved. However, during testing we identified that the updated report still fails to generate for organisations with large volumes of data or complex scorecards. Further optimisation work is needed before we can roll this out fully.

We are targeting pre-testing completion by 28 September, though this is subject to change. In the meantime, our team is identifying affected customers and will be reaching out directly to keep them informed.

We are aware of an issue affecting the Agent Insights dashboard and Agent Overview reports. When viewing individual agent detail on the dashboard, some customers are seeing a "something went wrong" error. Agent Overview reports are also failing to generate for some organisations. Our team has identified the cause and a temporary measure has been applied to contain the impact while a full fix is worked on.

As a result of this temporary measure, reports covering large volumes of calls or long date ranges may not generate successfully. If you experience this, please try generating the report over a smaller date range at a time.