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Summary Data Incorrect and Doesn't Match Call Detail Records
8x8 Support

Summary Data Incorrect and Doesn't Match Call Detail Records

Symptom

Summary data on Virtual Office Analytics reports from December 2, 2019 is incorrect and doesn't match the Call Detail Records.

Applies To

  • Virtual Office Analytics
  • Summary Data

Resolution

Summaries and reports developed in the new platform have already been regenerated and updated automatically in the backend. This is now available for all users. In addition, any future Scheduled Reports generated will use corrected data.  In the UI, Extension Summary (beta) and Company Summary (beta) are updated.

However, legacy reports do not have this capability and therefore will not be regenerated, specifically the legacy versions of Extension Summary and Company Summary. Reports that include summary data from across the affected hours (December 2, 2019 7:00 a.m. to 5:00 p.m. Pacific) may be incorrect and may not reconcile with the Call Detail Records (CDRs), however the CDRs for this period should be unaffected.

For Scheduled Report Emails (new) that have already been created, the reports have been regenerated and are available in the Scheduled Report Emails archive for users to retrieve directly, and in most cases a new email was sent that includes a link to the regenerated report.

Users should move to the new reports as soon as possible. The new reports are more resilient, robust, and significantly more feature rich and flexible.

Cause

This is due to an issue that occurred with the Analytics platform that affected the creation of summary data used by legacy and new platform reports for Company Summary, Extension Summary, Ring Groups, and Call Queues.

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