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.
No components marked as affected
Resolved
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.
Monitoring
Update
Work has been completed to better account for unscored calls in the Compliance Report: this addresses the root cause of the incorrect volumes and unknown rows that were appearing in the report.
The upgraded version of this report has been tested and is currently in private beta with a small number of customers. We are targeting a full release to all customers on or before 30 June.
When the upgrade has been applied to your organisation, you will receive a notification via email or in-app message no action is required from you ahead of that.
If you are still seeing data discrepancies in the meantime, please report these to Technical Success.
Monitoring
This report is getting a full infrastructure upgrade, currently in progress with changes made to how unscored calls are handled. The upgraded version will be rolled out gradually through the month of June.
Monitoring
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.
Identified
We are aware of some discrepancies within the call volume data inside the Org-Level Compliance report.
Our data engineering team is currently working on migrating data to a new system that will potentially resolve this issue. They estimate this to be completed by the end of March
