Update: large reports are generating reliably, and we're completing final checks on Scores Overview.

Reports with a complex score card and a wide date range used to time out or stay stuck in processing; that's fixed. The reports affected (Raw Data, Agent Overview and Scores Overview) now run on our upgraded infrastructure, and that includes scheduled Agent Overview and Scores Overview reports. Any schedules you had on the previous Scores Overview report have moved across automatically, so there's nothing for you to set up.

Our monitoring shows no reports stuck in processing because of timeouts. We're keeping this incident open while we finish checking how Scores Overview handles LLM scorecards, hybrid scorecards and multiple scorecards active in the same reporting period.

If you use any of these and see unexpected scores or missing data in Scores Overview, contact Technical Success and we'll look into it straight away.

We'll resolve this incident once those checks are done.

Scores Overview: released to all customers

Scores Overview takes you straight to your data and is built to run across larger date ranges without timing out. It is live for all customers from Friday 23 October.

What changes for you

• No front page. The report opens directly on your data.

• More traceable results. Each call shows the scorecard it was scored against, so you can see exactly where every score came from.

• Built for larger date ranges. The report is designed to generate reliably on large ranges and high call volumes.

• One source of truth. The report draws from our data warehouse, bringing us closer to every report running from the same analytics source.

What is left

Previously scheduled Scores Overview reports are the last piece of this incident. We are moving them to the new version and expect this to complete within the next two weeks. We will post here when it is done.

If anything in your Scores Overview results looks unexpected, tell Technical Success and we will look into it with you directly.

Scheduled Agent Overview reports migrated, Scores Overview in progress

Scheduled Agent Overview reports now run on our upgraded reporting infrastructure, as of Monday 12 October. That includes reports scheduled before 2 October, so every Agent Overview report, on-demand or scheduled, uses it.

One item remains before we close this incident.

Scores Overview report. Its migration is under way, expected to be ready for testing this week.
When we release the new version, you may need to move any schedules you have on Scores Overview across to it, and we will confirm what that involves before release. I

n the meantime, the Agent Overview report carries the same information: a score per category and an overall score above the per-agent breakdown. The Scores by Channel dashboard also answers the same question with a wider set of filters.

We continue to estimate early November for closing this incident, and we will post here as soon as the Scores Overview report is released.

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.

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

We have made progress on the Agent Overview report fix and the data accuracy issue has been resolved. However, during testing we identified that the updated report still fails to generate for organisations with large volumes of data or complex scorecards. Further optimisation work is needed before we can roll this out fully.

We are targeting pre-testing completion by 28 September, though this is subject to change. In the meantime, our team is identifying affected customers and will be reaching out directly to keep them informed.

Agent Overview report, group scores fix in testing

Agent Overview reports that time out on wide date ranges or large scorecards will generate on the upgraded version of the report. Releasing that version is what resolves this issue for Agent Overview, and one item is outstanding before we can: the aggregated group scores in the report require attention to fix a bug.

We targeted that fix for August. It did not hold in testing, so we rolled it back rather than release a report whose group scores did not match the rest of the platform. The reworked fix is in development, testing runs through Monday 7 September, and we expect to release the upgraded report to all customers between 7 and 14 September.

Scores Overview report

Work on this report is still outstanding and we do not have a date to share yet. The data you use it for will be available in the upgraded Agent Overview report, which gives you a score per category and an overall score above the per-agent breakdown.

In the meantime the Scores by Channel dashboard answers the same question and carries a wider set of filters. Narrowing your date range or splitting agents across separate runs also keeps Scores Overview generating reliably. Technical Success can help you find either of these.

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.

Raw Data Report – Upgrade Released - Monitoring As Resolution

The upgraded Raw Data report has been released to all customers as of 31 July. The new version is expected to handle larger data sets better and contribute to resolving the issue.

If you use the Raw Data report to feed a BI model or downstream data process, please note that the new version includes changes to column names and formatting. If you need more time to prepare your models, please contact Technical Success to arrange a temporary rollback to the original report.

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Agent Overview Report – release targeted for 10 August

The Agent Overview report is undergoing final checks ahead of release. We are targeting 10 August for release to all customers.

In the meantime, if your Agent Overview report is timing out due to large data volumes, a version is available immediately on request. Please contact Technical Success to ask about enabling this for your organisation.

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Next steps:

• If your Raw Data report is feeding a BI model and you need more time to update it: contact Technical Success to arrange a temporary rollback.

• If your Agent Overview is timing out and you cannot wait until 10 August: contact Technical Success to request early access.

• We will post a final update here once the Agent Overview report has been released and this incident is resolved.

A hotfix has been released by our engineering team, after thorough testing we've confirmed that both the channel-level Raw Report and the org-level Raw Report now generate without errors.

We identified that a previous fix was temporarily causing reports generated at channel level to route to the legacy reporting system. A new fix has been deployed and tested. However, testing has surfaced a related issue: reports are now failing to generate at the channel level, though org-level report generation is unaffected. Our engineers are actively working on a resolution and will post further updates as they become available.

Update on report generation issues

Following our last update on report generation issues for organisations with complex scorecards and high call volumes, here is where things stand for each affected report.

• Raw Data report

The new version of this report is being rolled out gradually.
The new version of the Raw Data report will be released to all customers on Thursday 30th July.
It resolves the generation issue and includes confidence, duration, agent tag and attribute filters, along with some changes to column names and formatting.

If you use this report to feed a BI model or downstream process and need more time to reformat before the switch, let us know and we will arrange that with you.

• Agent Overview report

The new version of Agent Overview is available now on request, ahead of its full release, while we finish a few final refinements.
- Full release to all customers is also targeted for Thursday 30th July.
Contact Technical Success if you would like early access in the meantime.

• Scores Overview report

We do not yet have a migration date for Scores Overview. In the meantime, we recommend narrowing your date range or splitting agents across multiple report runs to keep reports generating reliably. We will share a migration date here as soon as one is confirmed.

We will continue to post updates here as each report moves toward full release.

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

Agent Overview & Raw Reports Processing Delays

Status: Investigating & Interim Solution Available

What We Found:

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.

Interim Solution Available Now

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.

Permanent Fix Timeline

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.

Next Steps

• 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.