Yes, there have been some delays in analytics in US-West that have attributed to concerns like you raised. Unfortunately, they do not meet the requirements for and "outage" in Genesys speak. Have you asked your partner for the RCA? I know that we at Ttec have gotten them for the last few "outages" and have lobbied on the behalf of our customers. I can't get you that RCA as that has to come from Genesys or your partner.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 01-18-2024 19:39
From: Johnathan Huettner
Subject: Frequent call recording and reporting outages
Any other customers experiencing frequent outages and delays with call recordings and reporting? Our agents depend on being able to pull call recordings very quickly after their call is complete. We're now on the 3rd outage in the last couple of months in the USW2 zone. Either reporting stops working, or call recordings fail to show up. Current ticket is 0003430761. Support acknowledges a problem and is working to resolve it, but we're now 24 hours later with a notice to expect resolution in the next 40 hours. Yet the status site at https://status.mypurecloud.com/ shows 100% availability and no degradation or past events/incidents. Support promises a RCA, and they provided them the last time, but it doesn't seem like we're learning from these RCAs. Getting difficult to explain to our users when we sold them on Genesys being reliable.
#Unsure/Other
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Johnathan Huettner
Skyline Security
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