Symptom or Need

The client is experiencing an inconsistency in the Wolkvox Manager reporting module. Specifically, the " Skills and Services " reports: " 4.1. Calls and service level by 30-minute intervals " and " 4.2. Calls and service level by 10-minute intervals ", are displaying zero (0) instead of the actual operational data.

Context / Scenarios

The problem occurs when generating time-interval reports for specific dates where call traffic is known to have occurred. The values in the reports are displayed as zero (0) both in the web version and when consuming the report via API, even though the records in the Call Log (including the verbose) confirm the entry and processing of interactions on the queried server and operation.

Answer / Solution

Minimum information to be collected

1. Name of the affected operation.
2. Operation server.
3. Number and name of the affected report(s).
4. Exact date range in which the new item is queried and presented.

Initial validations and troubleshooting

To determine the scope of the incident and properly document the case, the Level 1 support analyst must perform the following validation and diagnostic steps:

1. Check if the report is generated with zeros from the web version .
2. Consume the report via API to rule out that it is a failure exclusive to the user interface.
3. Check if the error occurs in other operations hosted within the same server.
4. Check if the error is replicated in other operations located on a different server.
5. Determine the age of the fault (since when has the data been showing zero).
6. Review the call log , making sure to include the verbose of the interactions where the novelty occurs.
7. Set up a test scenario and replicate the reported behavior .
8. Request evidence from the client of the appearance of zero values despite real calls and document the results with screenshots or video .
9. If the incident is received during an off-hours shift, initially validate with the Cloud team whether they can identify zero records from the database.

Escalation

• Escalation Level 3 (CORE Team) : With the case properly documented, it is escalated to the CORE team, who are ultimately responsible for the solution and for checking if the information is actually in the database.

Possible Causes

The origin of this incident may lie in a database inconsistency . This database-level failure interferes with queries for specific dates, preventing the correct generation of skill and service reports, and causing the system to return null or zero values.