Status: Resolved

Between 9 and 11 July 2026, some customers saw missing data, intermittent errors or slower loading when viewing individual agent details on the Agent Insights dashboard. We identified the cause and deployed a fix, and the dashboard returned to normal on 11 July.

When navigating into an individual agent's view on Agent Insights, some customers saw a "no data" message, intermittent errors, or slower loading than usual. This affected the view across all scorecard types. No data was lost at any point, this was a display issue on our end rather than anything affecting the underlying scoring or call data.

A change shipped in our regular weekly deployment on 8 July introduced a fault in how the Agent Insights dashboard retrieves data for individual agents. It passed our existing checks before release, which is why it reached production before we caught it.

We identified the fault internally and published a status update within around 15 minutes of declaring the incident, then worked to isolate and fix the underlying issue. A fix was deployed to production and confirmed working on 11 July. We're also adding further test coverage for this part of the dashboard to catch this type of issue before it reaches production in future.

The Agent Insights dashboard is running normally.