Troubleshoot reports

Reasons reports fail

Usually, a report fails when it requests more system resources than are available when the report attempts to run. For example:

• The report parameters are too broad.
• A report returns an excessive amount of data. 
• Too many reports are scheduled to run at the same time. 
• You export too much data.

How to correct report failures

• Adjust report parameters so the report includes fewer agents, queues, interaction, or days.
• Adjust the time of day when your report is scheduled to run. Select non-peak hours when possible.
• Limit reports that run hourly. Consider a mid-day, end of day, or off-peak report instead.

Reasons reports are disabled

• The report was only scheduled to run once.
• The report failed to run two consecutive times. Before you run the report again, modify the report parameters in the report editor so that the report uses fewer system resources. 
• Genesys Cloud automatically disables unused reports to reduce unnecessary load on the system. You can verify and re-enable a report schedule in the report editor. Consider modifying the report schedule to fit your actual use.
  Genesys Cloud disables unused reports based on the following guidelines:
  
  • A report scheduled for Recurrence: Hourly that has not been downloaded for 7 consecutive days. 
  • A report scheduled for Recurrence: Daily that has not been downloaded for 14 consecutive days.
  • A report scheduled for Recurrence: Weekly that has not been downloaded for 45 consecutive days.
  • A report scheduled for Recurrence: Monthly that has not been downloaded for 120 consecutive days.
  • A report scheduled for Recurrence: Quarterly that has not been downloaded for 365 consecutive days. 
  • A report scheduled for Recurrence: Annually that has not been downloaded for 1095 consecutive days.