This issue is fully resolved.

Maintenance has completed

SFTP Queues has successfully returned to normal.

The issue has been resolved.

Agent Overview Report

We have identified a bug that we believe may be contributing to the incorrect aggregated group scores seen in the Agent Overview report. Our engineering team is currently working on a fix, which we are targeting for next week. We will provide a further update once the fix has been deployed and we have confirmed whether it resolves the issue fully.

Scores Overview Report

We are aware that the Scores Overview report may also be affected and have this logged for resolution. We will share an update on timing as soon as this has been scheduled.

The processing backlog has not recurred and this incident is now closed. Our team is continuing to investigate the root cause to prevent future recurrence.

Maintenance has completed

Maintenance has completed

All services are now operational with no delays. This incident has now been Resolved.

We can confirm that our integrations have now stabilised and the full backfill of calls has completed successfully.

This incident has now been resolved.

Maintenance has completed

The issue is now resolved

Maintenance has completed

This issue has been fully resolved.

Maintenance has completed

Resolution Statement

As part of our analytics infrastructure upgrade and rollout, your Compliance Report is now powered by our centralised data warehouse, the same single data source that drives all of your Voyc reports and dashboards.

As part of this move, we have also resolved an issue with how unscored calls were being handled in the report. Previously, unscored calls were surfacing in a way that affected your pass and fail rates, making them appear inconsistent or incorrect. They are now clearly identified as unscored and remain visible in your report, but are excluded from pass and fail rate calculations entirely. The rates you see now reflect only calls that were actually scored, giving you a more accurate and trustworthy picture of your compliance position.

No action is required on your side. If anything still does not look right, please reach out to Technical Success and we will look into it with you.

Resolution Statement

As part of our ongoing analytics infrastructure upgrade, your Alerts dashboard is now powered by our centralised data warehouse, the same single data source that drives all of your Voyc reports and dashboards.

This upgrade resolves the inconsistencies that some customers experienced on the Alerts dashboard, where certain metrics were not reflecting the correct figures. With all dashboards now drawing from one consistent, governed data source, the figures you see on your Alerts dashboard will be accurate and aligned with the rest of your reporting.

No action is required on your side. If anything still does not look right, please reach out to Technical Success and we will look into it with you.

A fix has been deployed and the Agent Insights dashboard is working as expected. Agent drill-down views and data should now load correctly.

Maintenance has completed

Maintenance has completed

Maintenance has completed

Processing queues have returned to normal and this incident is now closed. Our team is reviewing the root cause to prevent a recurrence, and a full write-up will be shared.

If any calls are still missing scores, you can rescore them using the rescore option on the conversation list. For a bulk rescore, please reach out to our Support team.

Maintenance has completed

Testing has confirmed that rescoring affected conversations correctly applies the configured routing attributes, and new calls are no longer impacted by this issue.

If you would like affected conversations to be rescored, please contact support@voyc.ai and provide the relevant date range along with your rescore request. Our team will be happy to assist.

Thank you for your patience while we worked to resolve this issue.

The issue was resolved as of 9/6, and alerts for 5 - 7 June on affected calls were re-ran successfully.

Maintenance has completed

All impacted audio appears to have been restored. Please contact support@voyc.ai if you are still experiencing this issue

Maintenance has completed

This issue has been fully resolved.

Maintenance has completed