Insights

Routine maintenance for EMEA, Frankfurt and APAC, Sydney Environments
Management Portal Insights API Scheduler Widgets Webhooks On-Premise Scheduler Widgets Connections Notifications Datastore Gov Components Voice - Americas, US East Voice - Americas, US West Voice - LATAM, São Paulo Voice - EMEA, Frankfurt Voice - APAC, Sydney Scheduler Widgets (Gov) Management Portal (Gov) Voice - Americas, US East (Gov)
 
[upcoming]

Medallia Mindful Callback will be performing routine maintenance on our environments for 4h  during the timeframe listed above. No service disruptions are expected.

Mindful Insights - performance degradation
Insights API Scheduler Widgets On-Premise Scheduler Widgets
 
Our 3rd party cloud provider is experiencing service degradation which is causing Mindful's historical reporting and API services to be impacted. There is no data loss at this time, however, the processing of the data has been delayed. We will continue to monitor the situation and provide updates as necessary.
 
We have noticed an expanded outage that encompasses our API service which is impacting additional API endpoints. This has resulted in degradation to both Mindful Insights and Mindful API services. We will continue to monitor the situation and provide updates as necessary.
 
Due to ongoing platform provider issues, multiple Mindful services are experiencing degradation. This includes impacts now to Scheduler Widgets, which could impact the registration of calls within those channels. Users may continue to encounters service interruption to API endpoints and historical reporting within Insights. We will continue to monitor the situation and provide updates as necessary.
 
Our 3rd party cloud provider has observed signs of their services returning to a healthy state following latest mitigation actions. Mindful components such as APIs, Scheduler Widgets and Insights continue to experience service degradation as recovery steps take place. We will continue to monitor the situation and provide updates as necessary.
 
Our 3rd party cloud provider has taken action to mitigate identified issues. While they continue to monitor services, our health metrics indicate that Scheduler Widgets and most of our API endpoints are now fully recovered and operational. Mindful Insights and historical data retrieval via APIs continue to experience service degradation as processing of data has been delayed. We will continue to monitor and provide updates as necessary to ensure to recovery of all Mindful services.
 
Our 3rd party cloud provider has confirmed that services are back to a healthy state. Our health metrics now indicate that all API endpoints are fully recovered and operational including the retrieval of historical data. Insights continues to experience service degradation as processing of data has been delayed. We will continue to monitor and provide updates as necessary.
 
Our health metrics indicate that all Mindful services are resolved and in a healthy state. If you should experience any issues or have additional questions, please reach out and submit a case via the support channel.

Callback Overview - data not showing as expected
Insights
 
Aggregate data is not populating as expected on the Callback Overview page. *There is no impact to data processing or callback functionality. The issue has been identified, a fix is ready and will be implemented on Monday 9/29/2025 Please reach out to Mindful support at help.medallia.com and create a case should you have questions or concerns
 
A hotfix has been implemented to resolve the issue. Data is now populating as expected.

Limited Reporting Degradation - Performance Report and Usage Report
Insights
 
We are currently investigating a service degradation of two Mindful reports - Performance Report and Usage Report All other reporting and system functionality is working as expected
 
This incident has been resolved.

Mindful Insights Maintenance (no downtime expected)
Insights
 
We will be undergoing scheduled maintenance during this time.
 
Scheduled maintenance is currently in progress. We will provide updates as necessary.
 
Verification is currently underway for the maintenance items.
 
The scheduled maintenance has been completed.

Mindful Insights Maintenance
Insights
 
There was a slight discrepancy in total callback counts found on the Executive Summary report within Mindful Insights. The fix has been identified and a release is scheduled to resolve.
 
Scheduled maintenance is currently in progress. We will provide updates as necessary.
 
Verification is currently underway for the maintenance items.
 
The scheduled maintenance has been completed.

Mindful Insights - Historical metrics Delayed Processing
Insights API
 
An upstream cloud provider is experiencing service degradation which is causing Mindful's historical reporting to be inaccurate. There is no data loss at this time, however, the processing of the data has been delayed. Historical reports in Mindful Insights, as well as the historical reporting available via Mindful API could be affected. We will continue to monitor the situation and provide updates as necessary.
 
We continue to monitor the situation. The Mindful team has tested the environment health, reporting no functionality issues and only report a potential issue with accuracy of the historical reporting data. We will continue to update until resolved
 
The upstream cloud provider has resolved the issue. The Mindful team is coordinating steps to re-process potential missing historical data today.
 
The Mindful team has begun re-processing the historical data to recover any missed during the service degradation. This is expected to continue throughout the remainder of today and this evening. Further updates will be posted when process is complete.
 
At this time, some of the historical data processing has completed. A small number of clients data, those clients that are on callback.mindful.cx, has yet to be reprocessed for the affected time period. In order to reprocess the remaining data successfully, we need to apply a small change to ensure that data is accurately reprocessed for this environment. We will provide another update again tomorrow (8/1/24) with the status of that change and of the data reprocessing for those clients.
 
All processes to retrieve any missed historical data has completed. This issue is considered resolved

Mindful Insights Outage
Insights
 
Users are experiencing issues viewing historical data within Mindful Insights. The team has identified the outage is caused by an issue at a third party. We will continue to update with the latest status.
 
This incident has been resolved. Mindful Insights is fully operational.

Missing historical reporting data in Mindful Insights
Insights
 
We are investigating the absence of historical reporting data in Mindful Insights dashboards for some clients, specifically those on our Spring '23 platform
 
The issue has been identified and we are working on a resolution.
 
Historical data for impacted clients is now processing and should be visible in Mindful Insights dashboards very soon...
 
All data for impacted clients has now been processed and Mindful Insights dashboards are now behaving normally. Data typically takes up to 15-minutes to become visible in Mindful Insights dashboards. More info at https://help.getmindful.com/docs/insights-mc

Mindful Callback - Degraded Services Incident
Management Portal Insights API Notifications Datastore
 
We are seeing users not able to load the Executive Summary report. We believe this to be related to a larger outage by our service provider; we are currently investigating the issue.
 
Mindful API, used for retrieving realtime statistics for Call Targets, is returning an Internal Server Error mesage. This and the previously identified issue with loading the Executive Summary are related to the larger outage by our service provider. We will continue to update when we have additional information.
 
We have not seen any issues registering or processing calls; however, we are seeing issues logging into our SSO enabled instance, sending notifications, and retrieving data from our Datastore. We will continue to update as we have more information.
 
We are starting to see improvements, we will continue to monitor.
 
We've confirmed restored functionality. Over the next few days, we will continue to ensure the integrity of the historical records during this window, but we are considering this incident resolved.
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