The issue has been fully resolved and we will continue to monitor closely

We've deployed fixes that address the root cause of the issue. Additional improvements are currently in testing and will be rolled out next week.

In the meantime, alerts should trigger as expected. Please monitor your alerts over the next week and contact us if there are any issues.

Maintenance has completed

Maintenance has completed

This issue appeared to be a one-off incident that was affected by calls that had not finished processing.
For saftey we will continue to monitor this and ask you to please report any issues to technical success.

There is an underlying analytics infrastructure work underway that will upgrade this report with an ETA of the end of June for completion at that point, we will revisit and close this.

We have identified an issue affecting data displayed on the Alerts dashboard, where some figures may appear incorrect or inconsistent.

A fix has been deployed this week and we are monitoring the situation closely. We expect this to resolve the majority of cases. Any remaining inconsistencies will be fully addressed as part of a broader infrastructure upgrade currently in progress, due for completion by end of June.

If you notice any further inconsistencies, please report them to our support team so we can ensure we have full visibility of platform performance.

We appreciate your patience and will provide a further update once we have confirmed full resolution.

We have identified the root cause of report generation failures, known to affect the Raw Data and Agent Overview reports. The issue occurs when a complex scorecard with a high number of nodes is combined with a large volume of calls, causing reports to time out. Affected reports will now result in failed statuses on the reports library rather than remaining stuck in processing. We are actively working on a long-term fix.

As of the 30th April.

Interim reports available · new versions released on request

Updated versions of the Raw Data and Agent Overview reports are available on request as of the 30th of April. These have been fully tested and validated. All data is present and accurate, with confidence and duration filters in place. Customers who do not require filtering by agent, tag, or attribute can request access to these reports through Technical Success.

If you are experiencing report failures please try

• Reduce your date range to generate the report in smaller segments

• Reduce the number of agents included in a single report run

• If you do not need to filter by agent, tag, or attribute, contact Technical Success to ask about accessing the updated report versions
  
  Ongoing · Monitoring:

  Long-term fix underway
  

  We are migrating both affected reports and their full filter sets to a more scalable underlying infrastructure. This work forms part of an ongoing analytics infrastructure upgrade. This is currently underway and it will resolve the root cause of the issue. It is expected to be completed around the end of July.
  
  We will post further updates here as this progresses.

The issue has been fully resolved

This issue has been resolved.

Maintenance has completed

Test Maintenence complate

Maintenance has completed

Maintenance has completed

Issue has been resolved and is being closely monitored

The issue has been resolved and being monitored

The confidence filter is now fully operational on all org level and channel level reports.

This issue was resolved on 5 March

This was confirmed as resolved on 9 March

This issue was confirmed as resolved 24 February

This issue was confirmed as resolved on 9 March

Functionality is back to normal.

This issue has been resolved.

The issue affecting data syncing to the conversation list has now been resolved.

Advanced text search is still unavailable, and filtering and searching may continue to take longer than previously to load results.