Agent Overview report released to all customers

Agent Overview reports on wide date ranges and large scorecards now run on our upgraded reporting infrastructure for every customer, as of 2 October.

Two items remain before we close this incident:

• Scheduled Agent Overview reports. Reports scheduled before 2 October still run on the previous infrastructure, so a large scheduled report can still time out. We are working on moving these across.

• Scores Overview report. This report is also still on the previous infrastructure, and large requests can time out. Its migration is under way, with a controlled switch-over so we can test it first. In the meantime, the Agent Overview report carries the same aggregated scores per category and an overall score. The Scores by Channel dashboard also answers the same question with a wider set of filters.

ETA: We estimate about four weeks for both items (two for development and two for testing), which could see this incident closed in early November. We will post here as soon as either one is complete, or sooner if that estimate changes.