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Performance reports scheduled exports issues??

  • 1.  Performance reports scheduled exports issues??

    Posted 04-19-2022 10:35
    Anyone else having issues with the performance reports - scheduled exports not working?

    I have my saved performance reports ( agent status, agent performance and all my queues summary) scheduled to export to my inbox every day. At least once a month I am opening a ticket because data is missing ( login/ logout times in agent status) or today NO REPORTS at all.
    with every ticket I open, I keep getting told it's fixed ( so far I've been told it's because everyone is running their reports at 5am and it overloads the process) they fix it and then it happens again. 

    #Reporting/Analytics

    ------------------------------
    monique
    System Administrator
    Messer LLC
    ------------------------------


  • 2.  RE: Performance reports scheduled exports issues??

    Posted 04-19-2022 16:37
    I too have had no reports come through since yesterday...

    ------------------------------
    Andrew Doller
    Aioi Nissay Dowa Insurance Australia Pty Ltd
    ------------------------------



  • 3.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 04-20-2022 09:33
    Preliminary investigations show that we had failures in our email service attempting to send these reports out which has subsided.  If you are continuing to have issues, please contact Customer Care for further assistance.  https://genesyspartner.force.com/customercare/CustomerCareContactUs

    ------------------------------
    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
    ------------------------------



  • 4.  RE: Performance reports scheduled exports issues??

    Posted 04-20-2022 09:44
    Hi Ryan


    Thanks for the update. However, I do not get my reports emailed and they did not run again today.
    **This is really frustrating since I am opening tickets for the same/similar issues almost every month.

    ------------------------------
    monique
    System Administrator
    Messer LLC
    ------------------------------



  • 5.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 04-20-2022 13:38
    Hi Monique, can you share a case number for your most recent case? I'd like to look into the details.

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------



  • 6.  RE: Performance reports scheduled exports issues??

    Posted 04-20-2022 13:50
    We are currently experiencing a problem pulling reports, as well as pulling recorded calls

    ------------------------------
    Judy Jimenez
    CURE Auto Insurance
    ------------------------------



  • 7.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 04-20-2022 14:47
    Hi Judy, do you have a Care case number for the reports issue as well as the recorded calls issue? I'd like to take a look at the reports and can have someone take a look at the recordings issue.

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------



  • 8.  RE: Performance reports scheduled exports issues??

    Posted 04-20-2022 14:50
    Hi Judy

    There was an outage that is now resolved. That's probably why?
    Subscribe to updates and that will help
    Genesys Cloud Status (mypurecloud.com)

    ------------------------------
    monique
    System Administrator
    Messer LLC
    ------------------------------



  • 9.  RE: Performance reports scheduled exports issues??

    Posted 04-20-2022 14:48
    Hi Maisey

    Case #0003102729 of last 2 days not having any reports.

    Case #0003084565, Case #0003074944, Case #0003061137 as examples of the same thing happening over and over again -always previous day (Monday) login logout data.

    Thanks for looking into this

    ------------------------------
    monique
    System Administrator
    Messer LLC
    ------------------------------



  • 10.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 04-20-2022 14:53
    Thank you; I'll see what I can find out.

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------



  • 11.  RE: Performance reports scheduled exports issues??

    Posted 04-21-2022 17:11

    My reports didn't run again this morning (22/4/22)- issue still seems to be active.



    ------------------------------
    Andrew Doller
    Aioi Nissay Dowa Insurance Australia Pty Ltd
    ------------------------------



  • 12.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 04-21-2022 17:16
    Hi Andrew, development is working on a fix; can you please send me your region, org ID, and user ID? I'd like to confirm you're experiencing the same issue as what we are fixing.

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------



  • 13.  RE: Performance reports scheduled exports issues??

    Posted 04-21-2022 17:22

    Hey Maisey, thanks for the help!

    n3005733raioinissaydowainscomau

    adoller@adica.com.au

    Asia Pacific (Sydney) 

    Hope that's what you need.

    Thanks!



    ------------------------------
    Andrew Doller
    Aioi Nissay Dowa Insurance Australia Pty Ltd
    ------------------------------



  • 14.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 04-21-2022 17:53

    This is helpful; we'll take a look to determine if this is the same issue.

    Thanks!



    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------



  • 15.  RE: Performance reports scheduled exports issues??

    Posted 04-22-2022 03:10
    Edited by Maik Olk 04-22-2022 08:23

    Hi,

    i have the same problem.

    I also reset the scheduled exports once and it then worked for once. But again not today. I don't have a ticket yet, it's handled by my IT department. I'm still waiting for the ticket ID.


    Edit: now i have a Ticket-ID 0003104978

    ------------------------------
    Maik Olk
    IKEA Customer Support Center GmbH
    ------------------------------



  • 16.  RE: Performance reports scheduled exports issues??

    Posted 04-25-2022 10:31
    @Maik Olk
    Try to run a test report at 7 am and see if that helps? It worked for me. 
    - Everyone tries to run their reports at 5am and there's a huge process backlog that causes issues with reports running, or not exporting all the data in the report. (KNOWN ISSUE!)

    ------------------------------
    Monique
    System Administrator
    Messer LLC
    ------------------------------



  • 17.  RE: Performance reports scheduled exports issues??

    Posted 04-25-2022 16:40

    It would be good if we could edit the existing times on our reports... 

    As it stands I'd have to re-create 20+ schedules to do that. I guess that's what I'll have to do as the reports have failed again for the last 3 days.



    ------------------------------
    Andrew Doller
    Aioi Nissay Dowa Insurance Australia Pty Ltd
    ------------------------------



  • 18.  RE: Performance reports scheduled exports issues??

    Posted 04-25-2022 16:52
    @Andrew Doller
    I hear you. Had to do the same thing. I took a screen shot of my existing reports so I wouldn't forget any. Time consuming to say the least. :-(
    FYI - You'll get the standard line we all do - create an idea and get people to vote on it ( it maybe already in there for all I know.
    If not, put the link in and I'll vote for it, since it's your idea and it makes sense!

    ------------------------------
    Monique
    System Administrator
    Messer LLC
    ------------------------------



  • 19.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 04-25-2022 17:27
    Hey Andrew,

    Can you clarify what you mean by updating the existing times for reports?

    Also, when you say your report failed, do you mean that it didn't run as scheduled, which is the known issue, or do you mean that the export ran but the execution failed?

    Thanks,

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------



  • 20.  RE: Performance reports scheduled exports issues??

    Posted 04-25-2022 17:34


    Hi Maisey,

    The report didn't run as scheduled.



    AS for updating the times of the schedules - currently once you set a schedule time you cannot change it - you would have to delete it and create a new one. I believe a feature to edit the schedule would be very helpful.



    ------------------------------
    Andrew Doller
    Aioi Nissay Dowa Insurance Australia Pty Ltd
    ------------------------------



  • 21.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 04-26-2022 09:10
    Thanks for the clarification; that's helpful to know about changing the scheduled time. I've not heard of that idea yet and am not seeing any in the Ideas portal; are there other items you'd want to edit as well or just the schedule?

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------



  • 22.  RE: Performance reports scheduled exports issues??

    Posted 04-27-2022 05:15
    Hi Maisey,

    One of the biggest requests for us is to be able to edit the recipient list for scheduled exports sent to email addresses.

    It's frustrating for our managers to have to rebuild their exports if a new member of the team joins.

    ------------------------------
    James Dunn
    Pitney Bowes Inc.
    ------------------------------



  • 23.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 05-03-2022 12:03
    I apologize for the delay but I made sure that we're tracking this request now and are discussing this with Product Management. https://genesyscloud.aha.io/ideas/ideas/ANLS-I-1031

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------



  • 24.  RE: Performance reports scheduled exports issues??

    Posted 04-26-2022 09:22

    @Monique Morel-Peseski

    ​that doesn't sound good to me. I need the reports sooner. But I actually found a way to make it work.
    Every day I reset all scheduled reports to the 100 days and lo and behold I get all the reports via email and in the inbox in Genesys. That helps me at the moment but can't be the solution in the long run. I have a ticket open and am hoping for a solution.

    Thank you.



    ------------------------------
    Maik Olk
    IKEA Customer Support Center GmbH
    ------------------------------



  • 25.  RE: Performance reports scheduled exports issues??

    Posted 04-25-2022 03:47
    We still have this issue. Our support partner advised us thus:

    Issues with scheduled reports in GenesysCloud: "this appears to be associated with a known issue that effected multiple regions. Our development team is still looking into what caused this issue, but the current work around is to reschedule the exports. This seems to correct the behavior and exports run as they previously were supposed to."



    ------------------------------
    James Dunn
    Pitney Bowes Inc.
    ------------------------------



  • 26.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 04-25-2022 13:19
    Development is working on a couple different fixes for this as well as doing additional testing to try to catch any corner cases. We apologize for the inconvenience, and thank you for your patience!

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------



  • 27.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 05-16-2022 17:31
    Is it possible for Genesys, via the Care team, to provide details on which of our users in the org have scheduled performance exports? We have over 300 users with supervisor roles and we want to try avoiding an email blast "if your reports got stuck, take X steps" when instead we could potentially target only users with scheduled reporting.


  • 28.  RE: Performance reports scheduled exports issues??

    Posted 04-25-2022 10:14
    We had the same issues with the reports not generating since last week.

    ------------------------------
    Sal Barba
    ------------------------------



  • 29.  RE: Performance reports scheduled exports issues??

    Posted 05-16-2022 08:56
    SIGH. Everything "seemed" to be resolved and now all my reports that I re-did are now automatically TURNING OFF the schedule, even though I had them enabled and scheduled.
    I even took a screen shot, because I had a feeling I would need it. I re-enabled them all on Thursday and it worked Friday, but no reports scheduled for Saturday ran, except one for some reason.
    I have a feeling I'm going to have to re-do them all AGAIN.  SO annoying and frustrating

    ------------------------------
    Monique
    System Administrator
    Messer LLC
    ------------------------------



  • 30.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 05-16-2022 09:04
    Hi Monique, I apologize for this; I'm not sure yet what has happened but I'm going to look into this right now. Can you please provide your region, org ID, and user ID?

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------



  • 31.  RE: Performance reports scheduled exports issues??

    Posted 05-16-2022 09:12
    Hi @Maisey Harris

    Thank you. I haven't opened a CARE ticket yet on this. I will be doing so shortly

    My region is US-West
    Org ID: Messer1
    user ID is 86cdafae-0c35-406e-83fc-06205c506972

    Thanks so much
    Monique

    ------------------------------
    Monique
    System Administrator
    Messer LLC
    ------------------------------



  • 32.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 05-16-2022 09:44
    I have identified the issue. In the meantime, if you download these exports daily they should not auto-disable but I'm working on getting a fix out to production ASAP.

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------



  • 33.  RE: Performance reports scheduled exports issues??

    Posted 05-16-2022 10:34
    Thanks @Maisey Harris

    This is great turn around.

    Do you need me to open a CARE ticket?​

    ------------------------------
    Monique
    System Administrator
    Messer LLC
    ------------------------------



  • 34.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 05-16-2022 11:33
    We will fix it regardless, but it helps us keep ourselves accountable if we can have CARE tickets to reference, if it's not much of a hassle for you to open one. We want to always be improving ourselves and our processes. 😀

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------



  • 35.  RE: Performance reports scheduled exports issues??

    Posted 05-16-2022 15:55

    @Maisey Harris
    Case 0003116248. Thank you



    ------------------------------
    Monique
    System Administrator
    Messer LLC
    ------------------------------



  • 36.  RE: Performance reports scheduled exports issues??

    Posted 05-17-2022 08:38
    Hello all, will this fix go out to all organizations?  I am having the same issue.  I found if I can "confirm" the schedule once it disables itself and that will re-enable it for the next day but then I have to run yesterday's reports manually.

    ------------------------------
    nichole conway
    State of Missouri - Family Support Division
    ------------------------------



  • 37.  RE: Performance reports scheduled exports issues??

    Posted 05-18-2022 08:21

    Well, it was working and now they're disabled again.....

     






  • 38.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 05-18-2022 08:51
    We are validating our fix and trying to get it out as soon as is safely possible; we want to avoid introducing any new issues. So sorry for the inconvenience, and thank you for your patience!

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------



  • 39.  RE: Performance reports scheduled exports issues??

    Posted 05-24-2022 10:06

    Hi guys, 

    I had a ticket created (via my IT) and now it's working again. :)
    I also got this information:

    Development provided some insight as to why the reports are failing. Genesys Cloud currently considers Schedules as Abandoned when their exports are not downloaded for 7 days. The Scheduled Report is then disabled for further runs. Emailed reports are currently not being treating as downloaded resulting in the Scheduled Report becoming disabled. The customer can simply update the scheduled time on the report to reenable it. This will force the reports to run/export/email again. Afterward, each report's export would need to be downloaded within the next 7 days or until the fix is pushed. • Workaround: You could run the analytics/reporting/schedules API calls to create/update/retrieve Scheduled Report Jobs. We tested sending a PUT request to reenable the report. Simply updating the schedule will reenable the Report, but this would provide an avenue of automating the process. https://developer.genesys.cloud/analyticsdatamanagement/analytics/analytics-apis


    br Maik



    ------------------------------
    Maik Olk
    IKEA Customer Support Center GmbH
    ------------------------------



  • 40.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 05-24-2022 10:18
    Hi Maik, thanks for sharing! Yes, we've pushed out a fix for this issue last week, so it should be resolved. If you or others see this issue in the future please let us know as soon as possible.

    Thanks,

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------



  • 41.  RE: Performance reports scheduled exports issues??

    Posted 05-24-2022 11:02
    @Maisey Harris

    Thanks for sorting this out. I do hope that the ​"7 day not downloaded" stipulation has been changed to something more reasonable, like 30 days? I only say that because if I'm on vacation, it maybe more than 7 days ( yes I do get time off, lol) then all my reports "should" be sitting waiting for me as scheduled. (Some of my reports can only be run on a "yesterday" date range.)
    Having to manually re-run all my reports is time consuming and frustrating when you're trying to catch up after being away.

    ------------------------------
    Monique
    System Administrator
    Messer LLC
    ------------------------------



  • 42.  RE: Performance reports scheduled exports issues??

    GENESYS
    Posted 05-24-2022 12:57
    For the time-being, the download stipulation has been removed. We decided to reconsider that logic but for the time being pulled it out. If you do not download your export schedules, they will not be disabled.

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------



  • 43.  RE: Performance reports scheduled exports issues??

    Posted 05-24-2022 13:03
    Thank you! That makes it easier on us :-)

    ------------------------------
    Monique
    System Administrator
    Messer LLC
    ------------------------------



  • 44.  RE: Performance reports scheduled exports issues??

    Posted 05-17-2022 02:06
    The API data works great because we watch it every day and fix things up ourselves straight away when we get any alerts, so lots of custom development, but in general happy to do this, so API data is great because we control it

    ------------------------------
    Warren Beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
    ------------------------------



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