Analytics

EMEA Analytics
 

8x8 Is currently working to resolve an issue impacting 8x8 QMSA leading to delays in data processing. Symptoms would be general slow performance, filters not working correctly and results being inconsistent. Our engineers are already in the process of recovering the data delay and we will provide updates as they become available.

 

8x8 engineers continue to work towards resolution of the issue. The delay in data processing is decreasing and resources are being added to help with the process. Current estimates indicate 2 hours being needed for the data to start being processed in real-time, eliminating the current symptoms. We will continue to provide updates as they become available and we apologize for the inconvenience.

 

8x8 has mitigated the data processing delay impacting 8x8 QMSA. It is now expected for the system to start recovering and for the symptoms to dissipate. We will be monitoring the system and will provide a final update once we confirm full resolution. 

 

8x8 has confirmed all remaining symptoms have been resolved and normal performance has been restored. A full root cause investigation will be completed and we apologize for the interruption. 

Americas EMEA APAC Analytics Analytics Analytics
 

8x8 Is currently investigating an issue to 8x8 Analytics where an error is presented when accessing Scheduled Reports. Please contact support to troubleshoot as we investigate this further. We will provide updates will be provided as they become available.


 

8x8 has resolved the issue impacting the Scheduled Reports from 8x8 Analytics. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience. 

EMEA Analytics
 

8x8 Is currently investigating a connection issue to 8x8 Analytics for Contact Center which can lead to a slow login. Please contact support to troubleshoot as we investigate this further. We will provide updates will be provided as they become available. 

 

8x8 has identified the slow login issue impacting 8x8 Analytics for Contact Center in the UK region. We are currently engaged and working to resolve this issue. Further updates will be provided as they become available.

 
8x8 engineers continue to work towards resolution of the issue. We will continue to provide updates as they become available and we apologize for the inconvenience. 
 

8x8 has resolved the issue impacting 8x8 Analytics for Contact Center. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.

EMEA Analytics
 

8x8 has identified that there has been some delays in call recording availability for recently recorded calls. The calls are recorded successfully and are being processed for availability. Calls from previous time periods are available as normal. We are currently working to restore normal availability performance and will provide updates as they become available. 

 
Our engineers are currently working to resolve the issue. 8x8 has seen an increase in recordings being processed and expect media availability back to normal performance within the hour. We will continue to provide updates as they become available.
 

8x8 has returned to normal availability for media recording playback. We're investigating root cause and we apologize for the interruption. 

EMEA Analytics
 

8x8 Support is currently investigating reports of Analytics for Contact Center being unavailable for a subset of our customers in the EU region. We are currently working to identify the issue and will provide updates as they become available. 

 

8x8 has confirmed an issue impacting access and logins to the Analytics for Contact Center in the UK region. We are currently working to restore access to the user base. We'll continue to provide updates as they become available. 

 

Our engineers are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available. 

 

8x8 is now seeing successful logins for the affected users and is continuing to monitor the application. There might be some delays in accessing/logging into the Analytics for Contact Center while the backlog of logins are being processed.

Our teams are continuing the work to ensure all logins are processing as expected. 8x8 will continue to post updates as they become available.

 

8x8 continues to work towards full mitigation of the delays in accessing and logging into the Analytics for Contact Center.

We will continue to provide updates as they become available.

 

Our teams continue to be actively engaged on an internal bridge to ensure full mitigation of the delays in access/logins to the Analytics for Contact Center. 

The next update will be provided at 12:30 BST/04:30 PDT. If full mitigation of the symptoms will be confirmed earlier,  8x8 will provide the updates as they become available.

 

8x8 teams are receiving confirmation of the resolution and the Analytics loading/login times are now falling in the expected thresholds.

8x8 Incident Management Team will continue to keep monitoring the system overall performance until 12:00PM BST/04:00AM PDT - if no further instance of delays are experienced, we will proceed with closing this incident.

We will work with out business partner and will be performing a full root cause analysis. We sincerely apologize for the interruption. 

 

8x8 has confirmed the resolution and Analytics for Contact Center response times are back to normal.

We will be performing a full root cause analysis and we apologize again for the interruption. 

EMEA Analytics
 

8x8 has received reports that VCC call recordings are not populating or cannot be played in QM&SA. We are investigating this issue and will provide updates as soon as possible.


 

8x8 has found the issue that is causing recordings to not populate and make them unable to be played in QM&SA. We have confirmed that the recordings exist and that the problem is isolated to retrieving the recordings. We are working towards resolving this issue and we will provide further updates as they become available.

 
Our engineers are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available. 
 
8x8 engineers continue to work towards resolution of the issue. We will continue to provide updates as they become available and we apologize for the inconvenience. 
 

8x8 has mitigated the issue causing recordings to not be available. New real time call recordings are available for playback at this time. Recordings that were recorded earlier during the impact window that are unavailable for playback will be processed after business hours. 8x8 will provide a final update once this backlog of recordings are processed and all recordings are processed.

 

8x8 has confirmed all recordings are now available in all platforms including Quality Management. 8x8 will be performing a full root cause analysis and we apologize for the inconvenience. 

EMEA Work Calling SSO Analytics All Other Services Inbound Outbound
 

8x8 Is currently investigating reports of customers experiencing connection issues to 8x8 services. Please contact support to troubleshoot as we investigate this further. We will provide updates will be provided as they become available. 


 
8x8 has discovered a large major Tier1 ISP in the EMEA region experiencing performance issues that may be impacting customers' connectivity to 8x8 services. This can cause call quality issues, page loading issues, and prevent Analytics wallboards from updating properly. At this time all 8x8 services are healthy but depending on the path a customer uses to reach 8x8 or the paths between some 8x8 services that utilize this ISP may have issues. 8x8 is currently deprioritizing traffic to the affected ISP to avoid the problem area as much as possible. 8x8 has a limited ability to influence routes through a customer's ISP and could not fully resolve a customer's route around this connection issue. We'll continue to monitor and provide updates as they become available.
 

8x8 has seen connections over the affected ISP improve. 8x8 has already deprioritized the ISP experiencing the issue. We'll continue to monitor and provide a final update once available. 

 
8x8 has observed that most ISP’s have routed around the problematic connection and most customers should see improved connectivity. While 8x8 has deprioritized traffic away from the affected ISP we will be following up with them for root cause.
EMEA Analytics
 

8x8 is investigating reports of 8x8 Quality Management Analytics not loading for users. We are currently investigating and will provide updates as they become available. Logins to 8x8 Agent and Supervisor Works pace are operating normally as the Impact is isolated to only Quality Management. 

 
8x8 operations team has restored normal performance to 8x8 Quality Management and we expect the page to load as normal. We are currently monitoring and will provide a final update once fully confirmed. 
 

8x8 has monitored and confirmed resolution for the issue impacting 8x8 Quality Management Analytics. 8x8 is investigating the root cause and we apologize for the inconvenience.

EMEA Analytics
 

8x8 is investigating reports of some UK region customers not being able to load 8x8 Quality Management  Analytics pages. We are currently investigating and will provide updates as they become available. Agent and Supervisor Workspace logins remain operational as normal. 

 
Our engineers are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available. 
 

8x8 is currently seeing all Quality Management pages loading successfully at this time again. We are currently monitoring and will provide an update once fully confirmed. 

 

8x8 has confirmed its mitigation has resolved the issue. We are investigating the root cause and we apologize for the inconvenience. 

EMEA Analytics
 

8x8 Is currently investigating a potential issue with 8x8 Contact Center Analytics dashboards not updating. We are currently investigating and will provide further updates as they become available.

 

8x8 has identified the issue impacting 8x8 Contact Center Analytics reporting. We are currently engaged and working to resolve this issue. Further updates will be provided as they become available.

 
8x8 engineers continue to work towards resolving the issue impacting 8x8 Contact Center Analytics reporting. We will continue to provide updates as they become available, and we apologize for the inconvenience. 
 
Our engineers continue working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available. 
 

8x8 engineers are making progress in their efforts to resolve the issue impacting 8x8 Contact Center Analytics. We apologize for the inconvenience and will provide further updates as they become available.

 

8x8 has mitigated the issue impacting the 8x8 Contact Center Analytics. We've observed the systems and should now operate normally. We will monitor and will send a final communication once we confirm full resolution.

 

8x8 has confirmed resolution for the issue impacting 8x8 Contact Center Analytics. 8x8 is investigating the root cause and we apologize for the inconvenience.