We have completed mitigation for an automated data cleanup configuration issue on Samvaad. All core operational services, real-time calling, and billing system calculations remain fully intact and unaffected.
Impact & Recovery Details:
Restored Data: Reporting and analytics data spanning September 1 to September 5 has been fully restored.
Historical Data Impact: Automated cleanup caused call recording audio files and plain-text agent variables created between August 20 and August 31 (including data purged from August 28 to August 31) to be removed prematurely. As a result, historical reports and post-call disposition queries for this timeframe may temporarily show incomplete details.
Data Security & Prevention: This was strictly an internal retention configuration issue. It was not a security incident, and no data was accessed by or shared with external parties.
Resolved
We have completed mitigation for an automated data cleanup configuration issue on Samvaad. All core operational services, real-time calling, and billing system calculations remain fully intact and unaffected.
Impact & Recovery Details:
Restored Data: Reporting and analytics data spanning September 1 to September 5 has been fully restored.
Historical Data Impact: Automated cleanup caused call recording audio files and plain-text agent variables created between August 20 and August 31 (including data purged from August 28 to August 31) to be removed prematurely. As a result, historical reports and post-call disposition queries for this timeframe may temporarily show incomplete details.
Data Security & Prevention: This was strictly an internal retention configuration issue. It was not a security incident, and no data was accessed by or shared with external parties.
Investigating
We are currently investigating an issue affecting historical data availability and retention settings within Voice Agents across select organizations.
We have identified missing reporting/analytics data spanning from late August to September 5th and are actively investigating root causes and recovery options.
Our team is treating this with high priority. Further updates will be provided as investigation and recovery progress.
