Preliminary investigation shows that's it's mainly legitimate load that's putting pressure on the cluster. We are researching potential abusive access patterns and we're exploring additional avenues to provide additional means to access metrics. The basic overview of the issue is that the larger amount of requests against the cluster, the less it's able to retrieve at one time. Our focus is to rectify inefficiencies so that we can retrieve larger data volumes at once.
Custom development work can bypass this issue if it's programmed to retrieve the data bits at a time and assemble it together programmatically. We're exploring options to break down the queries further with our export service, but given our scale to support all the users that use the export service we have limitations on how we can safely do that so we do not bombard the service internally or cause exports to take an excessive amount of time to complete. This methodology would be less of an issue for an application that's not producing a large queue of reports.
I appreciate your feedback! Rest assured we are pursuing all avenues to resolve these issues with the highest priority.
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Ryan Legner
Staff Product Manager, Genesys Cloud CX
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Original Message:
Sent: 02-03-2022 13:43
From: Brenda Wynne
Subject: Reporting on historical data not functioning consistently
Did something happen / was something changed? Seems odd that something that was working, and now isn't, requires developers. I'm just asking since you said "Our current focus is to restore the UI and export abilities back "
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Brenda Wynne
Alcon Vision LLC
Original Message:
Sent: 02-03-2022 12:19
From: Ryan Legner
Subject: Reporting on historical data not functioning consistently
Our current focus is to restore the UI and export abilities back to the amount of volume customers have been accustomed to retrieving within the performance views. We have a number of efforts underway to increase that performance as much as possible. The rate limits won't be an option to be raised as it would only allow more traffic to flow through at one time and would only increase the demand the endpoint is under. We have a clear need for a batch style retrieval of metric data which would be the recommended option for any export style/large data retrieval request. Obviously that's not something we can offer in the coming weeks, but it will be a more appropriate solution for quarterly and yearly data retrievals for any organization with significant volume.
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Ryan Legner
Staff Product Manager, Genesys Cloud CX
Original Message:
Sent: 02-03-2022 10:53
From: Warren Beddie
Subject: Reporting on historical data not functioning consistently
Hi Ryan,
Can you add some more light onto larger volumes (amount of records). I would presume if you are allowing for larger volumes in performance this will also mean the rate limit usage for APIs is going to be increased in a months time.
Kind Regards
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Warren Beddie
Noralogix PTY (Ltd)
warren@noralogix.com
Original Message:
Sent: 02-03-2022 10:33
From: Ryan Legner
Subject: Reporting on historical data not functioning consistently
We want to acknowledge the issues several customers are experiencing impacting performance views and the ability to successfully complete data exports. Resolving this issue is currently our top priority to ensure our customers can get the data they need in a timely fashion.
Our development team is currently reviewing performance enhancements to increase the efficiency of our data services to enable the retrieval of larger batches of data at one time. We are also actively exploring an additional enhancement to our export service to optimize the data extraction for larger volumes.
As with all new development on Genesys Cloud, we will perform rigorous testing to ensure we provide stable and scalable solutions to meet our customer needs. At present, we are targeting a release of these improvements to pull larger data requests via our export service as soon as possible. Current timeline expects that we can be ready to release the first iteration of improvements next month.
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Ryan Legner
Genesys - Employees
Original Message:
Sent: 01-31-2022 11:38
From: Julie Green
Subject: Reporting on historical data not functioning consistently
Good morning
Does anyone here experience the reporting on historical data is not available consistently. Seems every time I need to find a prior month's data or maybe even custom time frame the performance page errors out. I also cannot get a report to load for same data. It's extremely frustrating and disruptive to my business needs.I have entered a support ticket but not much was provided regarding a resolution. It also sometimes works. [Just not always when I need it] Just curious if others have experienced and/or submitted for support on this issue also.
#Reporting/Analytics
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Julie Green
Sentinel Benefits & Financial Group
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