Maintenance has completed

Our engineering team deployed a fix and we've monitored it closely since. Report generation is working as expected, with no further issues reported. This incident is now resolved.

Thank you for your patience. If anything doesn't look right, please get in touch with our support team.

We've monitored the platform since the fix, and everything is running normally with no further delays. This incident is now resolved.

Thank you for your patience. If you notice anything that doesn't look right, please contact our support team via Intercom.

Maintenance has completed

The 8x8 Integration error has been resolved, and can confirm all calls have successfully been processed and uploaded to the platform.

All users previously affected by this issue should now see the agent filter on the conversation page fully operational.

This incident has now been resolved.

Our team has monitored the fix and no further issues have been detected. Reports continue to generate successfully.

This incident is now Resolved.

Agent Overview and Agent Detail reports, as well as the Agent Insights dashboard, are now generating as expected. This issue is now resolved.

Please note that if you are experiencing failures with reports covering large data volumes or long date ranges, this is being tracked as a separate issue. You can follow updates here: Large Reports not Generating.

Agent Overview Report: major progress
All customers who have previously experienced failures or timeouts on the Agent Overview report have now had the upgraded infrastructure version of this report released to their organisation. This is a significant step toward fully resolving this incident.

The upgraded report has a refreshed look and feel:
The front summary page has been removed, and the report now opens directly into your data. All existing data has been retained, with the following additions:
- Which scorecard conversations were evaluated against
- The number of conversations routed through each group that the aggregated result is based on If you have been affected by this incident, look out for a separate email arriving shortly with a preview of the new report format.

What is still being monitored
We are keeping this incident open to monitor: Any timeouts or failures on the newly released Agent Overview report. Any timeouts on the Scores Overview report, which remains on the previous infrastructure while migration work is planned.

If you experience any issues with either of these reports, please contact Technical Success.

Next steps
Customers not yet on the upgraded Agent Overview report: a broader release is planned for 30th of September. We will post a further update here once the incident is ready to be closed or if anything changes in the interim

Maintenance has completed

The issue has not recurred and is now confirmed as resolved.

Maintenance has completed

Processing queues are back to normal. Calls are transcribing as expected, with alerts and scores.
This incident is now closed.

Maintenance has completed

Our engineers have applied a fix that would allow calls to upload to the platform without errors, after monitoring we have picked up no furthur issues.
This incident has now been resolved.

This incident has been resolved.

Maintenance has completed

All backlogs has caught up.

This issue is fully resolved.

Maintenance has completed

SFTP Queues has successfully returned to normal.

The issue has been resolved.

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