KnovvuCANoAnalyzedConversations

Meaning

This alert indicates that no new call or chat conversations of a particular type have been analyzed by Knovvu Analytics in the last 24 hours. It suggests that the analysis pipeline, managed by the ca-analysis service, may be stalled. The alert is triggered at the warning level if this condition persists for 30 minutes.

Impact

If no conversations are being analyzed:

• Business reports and dashboards may become outdated.
• Real-time quality monitoring and compliance checks could fail.
• Supervisors and analysts may lack visibility into agent or customer behavior.
• Root causes of operational issues may go undetected.

Diagnosis

• Review analytics dashboards for conversation activity trends over the past 24–48 hours.
• Check the health and logs of the ca-external-api service to confirm whether conversations are being ingested.
• Inspect the ca-analysis service to ensure it is processing incoming data and not stalled.
• Look for any recent deployment, configuration, or infrastructure changes.
• Determine if the issue affects a specific conversation type or the entire pipeline.

Mitigation

• Restart or redeploy the ca-analysis service if it is unresponsive or idle.
• Verify that the ca-external-api service is functioning and receiving conversation data from external sources.
• Check for backlog or errors in the processing queues.
• If expected to be a low-volume period (e.g., holidays or system downtime), document the reason and silence the alert as appropriate.
• Escalate to the development team if the issue persists and the root cause is unclear.