What is affected:

The following reports may fail to generate or become stuck in a fetching state for organisations with complex scorecards and high call volumes:

- Raw Data report

- Agent Overview report

- Scores Overview report

- Agent Detail report

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Timeline to full resolution

We have a small amount of outstanding work remaining on a related infrastructure update that needs to complete before engineering can resume full upgrades on the affected reports above. Full resolution is targeted for early Q3, mid-July. We will post a further update once that work is complete and the next phase has begun.

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Your options in the meantime

Option 1: Reduce the scope of your report

- Narrow the date range and generate in smaller segments

- Split agents across multiple report runs rather than running all agents at once

These are the quickest ways to get reports generating without any changes on our side.

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Option 2 : Trial the new report version (Raw Data & Agent Overview)

We have updated versions of both the Raw Data and Agent Overview reports available for trial. These reports resolve the generation issue and include confidence and duration filters.

Please note:

- Tag and attribute filters are not yet available on these versions

- The new Raw Data report includes changes to column names and formatting. If you use this report to feed a BI model or downstream data process, your model will need to be updated before switching

If you would like to trial these versions, contact Technical Success. Let us know which report is affected and which filters your organisation uses, and we will confirm whether these versions are suitable for your use case.

If you use the Raw Data report in a BI model and would like to start preparing, Technical Success can provide a sample of the new report format to help your team refactor your model ahead of the transition.

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Next steps

- To try the interim report versions or request a BI model sample: contact Technical Success with details of which report is failing and the filters you require

- All customers: we will continue to post updates here as we progress toward full resolution in mid-July

Status: Investigating & Interim Solution Available

We identified processing timeouts affecting specific reports with large call volumes. We're working on new versions of both Agent Overview and Raw Reports to resolve these issues permanently.

If your Agent Overview or Raw Data reports are timing out and do not require tag or attribute filters, we have new version we can offer you that is in the testing stages. - The new version without tag and attribute filters is available for immediate trial and supports:

• Confidence filters

• Duration filters

To access the interim solution: Please contact our Technical Success team and let them know you'd like to trial the new report version for your specific use case.

Full resolution for upgraded infrastructure on the Agent Overview and Raw Reports will be completed in early Q3 (mid-July), following validation and rollout of our org reports infrastructure updates.

• Affected customers: Reach out to Technical Success if you want to try the interim solution

• All customers: We'll provide updates as we progress toward the permanent fix

Known degradation – Raw Data, Agent Overview & Agent Detail reports

As noted in our previous update, report generation can fail for organisations with complex scorecards and high call volumes when running across wider date ranges. The Raw Data, Agent Overview, and Agent Detail reports are affected. Full infrastructure upgrades for these three reports will follow the completion of Q2 org-level migration work.

If you are experiencing failures on these reports

• Try reducing the date range to generate in smaller segments

• Try reducing the number of agents included in a single report run

• If neither works, contact Technical Success — updated versions of these reports may be available for your use case depending on the filters you require
  
  We need your help:

  If you are experiencing generation failures on any channel-level report, please reach out to Technical Success with the following details — this helps us prioritise fixes and identify the right interim solution for your organisation:

  • Which report is failing

  • Date range you are trying to generate

  • Filters you typically apply: confidence threshold, call duration, specific agents, tags, or attributes

  • Whether you require all filters or only a subset

  Q2 · Planned upgrades:

  Reports receiving infrastructure upgrades this quarter:
  

  The following reports are being migrated to our upgraded reporting infrastructure over the course of Q2. This will improve performance, scalability, and reliability at higher data volumes.
  Reports are being migrated in stages — you will be notified when each report transitions for your org.

• Workflow Raw Data -

  Private beta

• Alerts Raw Data -

  Public beta

• Dead Air Report -

  Generally available

• Compliance Report -

  Generally available

• Conversational Volumes Report -

  Generally available

• Alerts Triggered Report -

  Public beta

• Workflow Tasks Report – new version

  Private beta → GA

• Tags Report - Public beta

Q2 2025 · Deprecation

Workflow Tasks Report (current version) will be deprecated

As part of this upgrade, the current version of the Workflow Tasks Report will be retired from the platform and replaced by the new upgraded version. The new version contains all existing functionality alongside performance improvements. We will communicate timing ahead of the change — no action is required from you at this stage.

Following Q2 · What comes next

Channel-level report upgrades to follow

Once the Q2 org-level migration is complete, we will resume and finalise the infrastructure upgrades for the Raw Data, Agent Overview, and Agent Detail channel-level reports — resolving the ongoing degradation fully.
Expected to be delivered early Q3 in the first 2 weeks of July.

The Scores Overview and Scores Detail reports will also be rebuilt on the upgraded infrastructure in this phase.

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.