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Analytics for 8x8 Work Call Data Issue on 9/17/20
8x8 Support

Analytics for 8x8 Work Call Data Issue on 9/17/20

Issue

On September 17, 2020, between 10:30-1:55 AM Pacific time, the Analytics platform experienced an infrastructure issue that affected the ingestion of call data used by CDR Reports, both Call Legs and Call Records, and most summary reports such as Company Summary, Extension Summary, Ring Groups, and Call Queues.

The following reports were affected:

  • Call Legs
  • Call Records
  • Company Summary
  • Extension Summary
  • Ring Groups
  • Call Queues

The following reports were not affected:

  • Device
  • Employee Call Quality
  • Meetings

Applies To

  • Analytics for 8x8 Work

Resolution

Fortunately, all of the CDR data can be restored, and all summary reports developed in the new platform can be regenerated. However, legacy reports do not have this capability and therefore the regeneration will be limited.

Scheduled Reports that were sent out between the occurrence and full regeneration (~ Sept 17-20) will be regenerated and new notification emails will be sent, and will be available in the Scheduled Report Emails archive for customers to retrieve directly. Any future Scheduled Reports that run will use corrected data.

Report Type Report Name Will be
regenerated
Will NOT be
regenerated

ETA for regeneration

(EOD Pacific)

UI

New Platform

  • CDR (Call Legs and Call Records)
X   Completed

New Platform

  • Company Summary (beta)
  • Extension Summary (beta) 
  • Ring Groups (beta) 
  • Business Hours
X   Completed

Legacy

  • Company Summary (legacy)
  • Extension Summary (legacy)
  • Ring Groups (legacy)
  • Call Queues
  • DID
  • Unreturned
  X  

Scheduled

Reports

  • Company Summary
  • Extension Summary
  • CDR
  • Ring Groups 
X   Completed
API
  • CDR (Call Legs and Call Records)
X   Completed
  • Company Summary
  • Extension Summary
  • Ring Groups
X   Completed
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