Hi,
Everyone in our call centre is experiencing the same issue.
I have uploaded two pictures I have taken at the same time.
Picture 1 is what is on our wallboard.
As you can see the longest call is at about 2 hours, that is when I last refreshed the page.
If I refresh it now, it will start counting again.
Also all the other stats are incorrect.
Picture 2 is a screenshot of the stats on my own dashboard.
(It doesn't look the same with layout etc but all the metrics and queues etc are correct, just displayed differently).
Both are taken at the same time, everything is the same, just the data isn't refreshed.
If you log out and log in again, the issue still remains.
Clearing cache etc doesn't resolve it.
I have been running these boards for 6 months and have only experienced this yesterday, ( I was away for a few days so I'm not sure if this issue began after the last release? My first day back was yesterday)
I can reproduce this when required if you need assistance with this.
It appears that all metrics are incorrect for us, Service Level, Calls Waiting, Queue metrics, wait times, graphs.
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Glen Tylee
Fonterra
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Original Message:
Sent: 08-13-2019 13:02
From: Maisey Harris
Subject: Queues Activity Dashboard Issues - Real-time Stats
Please provide the following:
- Is this an issue you see all the time or after leaving the view up for a while?
- Which view are you looking at -- queue activity summary, queue activity detail, a custom dashboard, etc.?
- If queue activity, what is the queue ID and the stat that are off -- expected vs actual and a rough timestamp from sometime when it appears off
- If a custom dashboard, what is the configuration -- queue IDs/user IDs, media types, metrics, etc. -- of the widgets that are of?
- What is a userId of someone who can reproduce this issue?
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Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys
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Original Message:
Sent: 08-13-2019 12:08
From: Dean Thames
Subject: Queues Activity Dashboard Issues - Real-time Stats
Thanks Maisey... what information should be included that would help?
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Dean Thames
Koch Business Solutions
Original Message:
Sent: 08-13-2019 12:04
From: Maisey Harris
Subject: Queues Activity Dashboard Issues - Real-time Stats
Hey everyone, I'm sorry you're encountering these issues. We are not aware of any open issues that would be causing this at this time. We will try to reproduce it on our end but in the meantime, if you do not have a support case open yet, please do so and that will help us investigate what's going on.
Thanks!
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Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys
Original Message:
Sent: 08-13-2019 11:36
From: Dean Thames
Subject: Queues Activity Dashboard Issues - Real-time Stats
And this one. I looked at this agent's interactions and he hasn't had an interaction nearly that long today:
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Dean Thames
Koch Business Solutions
Original Message:
Sent: 08-13-2019 11:33
From: Dean Thames
Subject: Queues Activity Dashboard Issues - Real-time Stats
Actually, I just had another customer ping me independently of the first but in thee same org (different division) saying they're seeing large disparities in displayed data... wait times that are way off. For example:
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Dean Thames
Koch Business Solutions
Original Message:
Sent: 08-13-2019 11:19
From: Dean Thames
Subject: Queues Activity Dashboard Issues - Real-time Stats
Hello... was this feature to improve metrics refresh for activity reports pushed out? I've had a few questions from my customers on this.... status showing a number that's different than what's actually going on and needing to refresh the browser to get it right.
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Dean Thames
Koch Business Solutions
Original Message:
Sent: 11-15-2018 12:56
From: Darlene Oordt
Subject: Queues Activity Dashboard Issues - Real-time Stats
There is a feature in Limited Release currently that's focused on improving the high level metrics (waiting, interacting, on queue, etc). Please contact your CSM or Care if you'd like to be included in the Limited Release. We expect to push to GA in the next few weeks.
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Darlene Oordt
Sr Director, Product Management
Genesys - Employees
Original Message:
Sent: 10-23-2018 09:34
From: Ricardo Delgado
Subject: Queues Activity Dashboard Issues - Real-time Stats
Hello,
I have this problem:
-Waiting detail lists count is diferent to Waiting count.
There are some information about this issue or how correct it?
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Ricardo Delgado
Global Networks Solutions S.A.
Original Message:
Sent: 08-31-2018 08:42
From: maisey harris
Subject: Queues Activity Dashboard Issues - Real-time Stats
Our development teams are working hard on an effort to correct the issue of your waiting & interacting counts not matching your waiting & interacting lists, and your lists having stale data. We know it is frustrating, but we appreciate your patience as we work through our fixes for it.
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Maisey Harris
Team Lead, Sr. Software Engineer
Genesys
Original Message:
Sent: 08-30-2018 06:53
From: Elisa Rolland
Subject: Queues Activity Dashboard Issues - Real-time Stats
Hello!
I'm having this problem as well since around a week.
(I opened a ticket)
Problems are :
- Count of waiting call differs from the list of calls waiting.
- Refreshing the page doesn't change the display
- Sometimes calls in the list are already taken (got this information clicking on "view details")
- bug happens 4 to 5 times a day and last for 5 to 20 minutes.
It's really hard to manage the activity if we don't know haow many calls are waiting.
Thanks for your help!
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Elisa Rolland
L'Olivier Assurance
Original Message:
Sent: 08-26-2018 20:32
From: Darlene Oordt
Subject: Queues Activity Dashboard Issues - Real-time Stats
Hi Mike- I'm not aware of any issues with this dashboard and users- it should update automatically as long as you don't have the users filtered - if you have them filtered by status then you have to use the refresh button to update. Can you provide more details around what issues you are seeing? Thanks!
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Darlene Oordt
Sr Director, Product Management
Genesys - Employees
Original Message:
Sent: 08-24-2018 19:53
From: Mike Winters
Subject: Queues Activity Dashboard Issues - Real-time Stats
Was this issue ever resolved? We need a live snapshot of various queues and it seems the list does not update instantly if an agent goes "off queue" or changes their status.
It seems the duration timer still counts up but is not giving an accurate snapshot of which agents are available, etc.
If there's another way to view this data please let me know.
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Mike Winters
Figure Technologies Inc
Original Message:
Sent: 11-07-2017 16:24
From: Caitlan Spronk
Subject: Queues Activity Dashboard Issues - Real-time Stats
Hi Jason,
I checked into this, and we do have several development tickets in progress related to potential discrepancies in this view. I unfortunately don't have an ETA, but wanted to let you know that we're aware and working on a solution.