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Hi all!I'm hoping someone will have a solution to this. Over the past few days the reporting seems to be playing up. The following graph shows barely any interactions for the 13th - 16th August. The amount of transcripts I can export for the 13th and 14th are in line with the low activity the graph shows, but then the 15th, while showing low on the graph, has thousands of transcripts which can be exported, so this doesn't match the graph.Is there a reason this graph is not pulling through the right number of unengaged and engaged sessions, aligning with the number of transcripts?
Hello Mark. I don't know of any current issues that would be causing this behavior and have not seen any reports of other customers having this issue. If you can provide your tenant Id and bot Id, I can create a ticket for this issue to be investigated.-- Mike Bonincontri
Mark, I have received an update from the development team. There is a known issue affecting customers in Europe that should be mitigated soon. -- Mike Bonincontri
Hi Mike,
Thanks for letting me know. If you receive any further info on when this has been resolved, please do let me know.
Hi Mark. The issue should be now resolved. The backfilled of the data for the affected days has been completed for Europe (and will be completed for all regions by end of day today).
Great, thank you. I am now also finding that the results exported from Sessions will have many duplicated transcripts, even for days that were not during the dates of this reporting issue. So there will be two entries in the exported list for the same interaction at the exact same time. Is this a knock on effect from these recent issues?The duplicate sessions seem to also be recorded in the grand total of sessions, making it look like there has been around 30,000 more interactions compared to the few weeks before the reporting issue. For example 1st -7th Aug and 8th-14th Aug had approx 64K and 88K total sessions, yet 15th - 21st August had approx 115K which seems very unlikely to be true traffic, and seems to be due to these duplicate sessions.
Thanks for the feedback. I have alerted the dev team of the issue.
Under review
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