Twilio Voice Insights and Video Data Not Available

Incident Report for Twilio

Resolved

The replay of video quality metrics records has concluded and are available via console, along with the video room summary and event records. The incident is now resolved.

Posted Nov 07, 2023 - 18:29 PST

Update

The replay of Voice Insights client events and metrics records has concluded. A subset of records for calls that ended on 11/6/2023 between 10:30 AM and 12:45 PM Pacific Time may be incomplete or missing via the Voice Insights console and REST API. The Event Streams API for the Voice Insights data was not impacted. The replay of Video quality metrics records is still ongoing. Our engineers continue working on replaying the missing data. We'll provide another update in 2 hours or as soon as more information becomes available.

Posted Nov 07, 2023 - 16:26 PST

Update

Twilio Voice Insights client events and metrics records for calls that ended on 11/6/2023 between 12:00 AM and 12:45 PM Pacific Time are unavailable via the Voice Insights console Dashboard and APIs. Video Insights room summary and event records are now available via console. Backfill of the video quality metrics records is ongoing for rooms that ended between 6AM and 12PM Pacific Time on 11/6/2023. Our engineers are working on replaying the missing data. We'll provide another update in 4 hours or as soon as more information becomes available.

Posted Nov 07, 2023 - 14:49 PST

Update

Twilio Voice Insights client events and metrics records for calls that ended on 11/6/2023 between 12:00 AM and 12:45 PM Pacific Time are unavailable via the Voice Insights console Dashboard and APIs. Additionally, Video Insights room summary records as well as room events and metrics records for rooms that ended between 11/5/2023 at 7:00 PM and 11/6/2023 at 12:00 PM are unavailable via the Video Insights console Dashboard. Our engineers continue to work on replaying the missing data. We will provide another update in 2 hours or as soon as more information becomes available.

Posted Nov 07, 2023 - 12:49 PST

Identified

Twilio Voice Insights client events and metrics records for calls that ended on 11/6/2023 between 12:00 AM and 12:45 PM Pacific Time are unavailable via the Voice Insights console Dashboard and APIs. Additionally, Video Insights room summary records as well as room events and metrics records for rooms that ended between 11/5/2023 at 7:00 PM and 11/6/2023 at 12:00 PM are unavailable via the Video Insights console Dashboard. Our engineers are working on replaying the missing data. We'll provide another update in 1 hour or as soon as more information becomes available.

Posted Nov 07, 2023 - 11:49 PST

Update

Twilio Voice Insights client events and metrics records for calls that ended on 11/6/2023 between 12:00 AM and 12:45 PM Pacific Time are unavailable via the Voice Insights console Dashboard and APIs. Additionally, Video Insights room summary records as well as room events and metrics records for rooms that ended between 11/5/2023 at 7:00 PM and 11/6/2023 at 12:00 PM are unavailable via the Video Insights console Dashboard. Our engineers are working on replaying the missing data. We'll provide another update in 1 hour or as soon as more information becomes available.

Posted Nov 07, 2023 - 11:25 PST

Monitoring

Our engineers are currently investigating the customer impact of a retroactive issue with Voice and Video Insights Data. We will follow up and provide customer impact details within 2 hours.

Posted Nov 07, 2023 - 10:52 PST

This incident affected: PROGRAMMABLE VOICE US1 (Voice Insights US1).