Fenix Insights Not Generating Transcripts

Update timeline

1. investigating Mar 05, 2026, 05:33 PM UTC

   Status: Investigating We identified that transcripts were not be generated for calls in Fenix Insights Affected components Fenix: Insights (Partial outage)

2. monitoring Mar 05, 2026, 05:43 PM UTC

   Status: Monitoring We've identified the issue, implemented a fix and are starting to see transcripts get processed. System may take some time to get caught up. Affected components Fenix: Insights (Degraded performance)

3. monitoring Mar 05, 2026, 05:52 PM UTC

   Status: Monitoring All transcripts are being processed in near-real time and the system is back to running normal. Calls between 4 March 3p EST and 5 March 12p EST that do not have a transcript will be reprocessed over the next 48 hours. Affected components Fenix: Insights (Degraded performance)

4. resolved Mar 05, 2026, 10:13 PM UTC

   Status: Resolved All transcripts are now being processed in near-real time and the system has returned to normal operation. Calls that are missing transcripts will be reprocessed over the next 48 hours. Please contact support if you have any questions or are experiencing further issues. Affected components Fenix: Insights (Operational)