Our Call Center Managers at newly deployed sites are reporting significant differences between what is showing on real-time monitoring under the Performance tab.

Agents not showing as Active while actually on calls, many less agents showing than are active actually. In some cases no Active interactions when group of Agents on calls...

Is this a known issue? It seems to settle down but we seem to always get it at a new site launch for many weeks. The worst case, local Genesys team (not global support) fixed it for us but it was unclear why it was happening and what they did to resolve it.

Any experience in the community on this?
#PlatformAdministration
#Reporting/Analytics
#Telephony
#Unsure/Other

------------------------------
Jason Ball

------------------------------

Jason, can you give more detail regarding which views under Performance, specifically.

Also, who is the "local Genesys team" that you worked with?

Thanks!

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 02-21-2019 03:14
From: Jason Ball
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Our Call Center Managers at newly deployed sites are reporting significant differences between what is showing on real-time monitoring under the Performance tab.

Agents not showing as Active while actually on calls, many less agents showing than are active actually. In some cases no Active interactions when group of Agents on calls...

Is this a known issue? It seems to settle down but we seem to always get it at a new site launch for many weeks. The worst case, local Genesys team (not global support) fixed it for us but it was unclear why it was happening and what they did to resolve it.

Any experience in the community on this?
#PlatformAdministration
#Reporting/Analytics
#Telephony
#Unsure/Other

------------------------------
Jason Ball

------------------------------

Hi George,

Primarily we are talking about Queues; Activity and Performance.

------------------------------
Jason Ball
FAST RETAILING CO., LTD.
------------------------------

Original Message:
Sent: 02-21-2019 11:13
From: George Ganahl
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Jason, can you give more detail regarding which views under Performance, specifically.

Also, who is the "local Genesys team" that you worked with?

Thanks!

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 02-21-2019 03:14
From: Jason Ball
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Our Call Center Managers at newly deployed sites are reporting significant differences between what is showing on real-time monitoring under the Performance tab.

Agents not showing as Active while actually on calls, many less agents showing than are active actually. In some cases no Active interactions when group of Agents on calls...

Is this a known issue? It seems to settle down but we seem to always get it at a new site launch for many weeks. The worst case, local Genesys team (not global support) fixed it for us but it was unclear why it was happening and what they did to resolve it.

Any experience in the community on this?
#PlatformAdministration
#Reporting/Analytics
#Telephony
#Unsure/Other

------------------------------
Jason Ball

------------------------------

Oh and local Genesys team means the Japan Genesys office. I can name the usual main support tech, the main customer support contact and the Customer Success person (English speaking) if need be.

Thanks very much for chiming in to help!

------------------------------
Jason Ball
FAST RETAILING CO., LTD.
------------------------------

Original Message:
Sent: 02-21-2019 11:13
From: George Ganahl
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Jason, can you give more detail regarding which views under Performance, specifically.

Also, who is the "local Genesys team" that you worked with?

Thanks!

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 02-21-2019 03:14
From: Jason Ball
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Our Call Center Managers at newly deployed sites are reporting significant differences between what is showing on real-time monitoring under the Performance tab.

Agents not showing as Active while actually on calls, many less agents showing than are active actually. In some cases no Active interactions when group of Agents on calls...

Is this a known issue? It seems to settle down but we seem to always get it at a new site launch for many weeks. The worst case, local Genesys team (not global support) fixed it for us but it was unclear why it was happening and what they did to resolve it.

Any experience in the community on this?
#PlatformAdministration
#Reporting/Analytics
#Telephony
#Unsure/Other

------------------------------
Jason Ball

------------------------------

@Darlene Oordt another one related to the other latency thread. ​

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 02-22-2019 02:27
From: Jason Ball
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Oh and local Genesys team means the Japan Genesys office. I can name the usual main support tech, the main customer support contact and the Customer Success person (English speaking) if need be.

Thanks very much for chiming in to help!

------------------------------
Jason Ball
FAST RETAILING CO., LTD.

Original Message:
Sent: 02-21-2019 11:13
From: George Ganahl
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Jason, can you give more detail regarding which views under Performance, specifically.

Also, who is the "local Genesys team" that you worked with?

Thanks!

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 02-21-2019 03:14
From: Jason Ball
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Our Call Center Managers at newly deployed sites are reporting significant differences between what is showing on real-time monitoring under the Performance tab.

Agents not showing as Active while actually on calls, many less agents showing than are active actually. In some cases no Active interactions when group of Agents on calls...

Is this a known issue? It seems to settle down but we seem to always get it at a new site launch for many weeks. The worst case, local Genesys team (not global support) fixed it for us but it was unclear why it was happening and what they did to resolve it.

Any experience in the community on this?
#PlatformAdministration
#Reporting/Analytics
#Telephony
#Unsure/Other

------------------------------
Jason Ball

------------------------------

If a local team did resolve it - it would be helpful to know the support case number or who so we could follow-up and get some more details of what specifically was going on as we're not aware of any reason why a new site would have issues with those numbers for the first few weeks.

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 02-21-2019 03:14
From: Jason Ball
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Our Call Center Managers at newly deployed sites are reporting significant differences between what is showing on real-time monitoring under the Performance tab.

Agents not showing as Active while actually on calls, many less agents showing than are active actually. In some cases no Active interactions when group of Agents on calls...

Is this a known issue? It seems to settle down but we seem to always get it at a new site launch for many weeks. The worst case, local Genesys team (not global support) fixed it for us but it was unclear why it was happening and what they did to resolve it.

Any experience in the community on this?
#PlatformAdministration
#Reporting/Analytics
#Telephony
#Unsure/Other

------------------------------
Jason Ball

------------------------------

Hi Darlene. It hasn't been resolved in the recent case but I can ask my team to give me the Support ticket numbers for past ones for sure.

------------------------------
Jason Ball
FAST RETAILING CO., LTD.
------------------------------

Original Message:
Sent: 02-22-2019 17:19
From: Darlene Oordt
Subject: Real-time Monitoring counts differ significantly from actual active Agents

If a local team did resolve it - it would be helpful to know the support case number or who so we could follow-up and get some more details of what specifically was going on as we're not aware of any reason why a new site would have issues with those numbers for the first few weeks.

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 02-21-2019 03:14
From: Jason Ball
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Our Call Center Managers at newly deployed sites are reporting significant differences between what is showing on real-time monitoring under the Performance tab.

Agents not showing as Active while actually on calls, many less agents showing than are active actually. In some cases no Active interactions when group of Agents on calls...

Is this a known issue? It seems to settle down but we seem to always get it at a new site launch for many weeks. The worst case, local Genesys team (not global support) fixed it for us but it was unclear why it was happening and what they did to resolve it.

Any experience in the community on this?
#PlatformAdministration
#Reporting/Analytics
#Telephony
#Unsure/Other

------------------------------
Jason Ball

------------------------------

Can you give specific details around what the issues are that you’re seeing? Have you logged a support case and if so, what is the case number?

Sent from my iPhone


Original Message------

Hi Darlene. It hasn't been resolved in the recent case but I can ask my team to give me the Support ticket numbers for past ones for sure.

------------------------------
Jason Ball
FAST RETAILING CO., LTD.
------------------------------

Hi Darlene,

As I mentioned the counts are different from reality, in the Queue Activity Screen.

We had this issue a few months ago in Japan and while the help in GCC (Genesys Customer Care) stalled, the client escalated it locally in Japan (through Sales first actually) and it was fixed by the clients CS IT department lead, working direct with Genesys Japan. This was the ticket for that but the resolution wasn't clearly captured in it: Genesys Customer Care ticket number: 0002369090

------------------------------
Jason Ball
------------------------------

Original Message:
Sent: 02-23-2019 09:42
From: Darlene Oordt
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Can you give specific details around what the issues are that you're seeing? Have you logged a support case and if so, what is the case number?

Sent from my iPhone


Original Message------

Hi Darlene. It hasn't been resolved in the recent case but I can ask my team to give me the Support ticket numbers for past ones for sure.

------------------------------
Jason Ball
FAST RETAILING CO., LTD.
------------------------------

This is the current outstanding GCC Ticket for Taiwan deployment (just deployed): 0002479602

Performance dashboard shows inconsistent stats.
https://genesyspartner.force.com/customercare/CaseDetailCloudPortal?id=5000d00001P0DeeAAF


------------------------------
Jason Ball
FAST RETAILING CO., LTD.
------------------------------

Original Message:
Sent: 02-24-2019 20:10
From: Jason Ball
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Hi Darlene,

As I mentioned the counts are different from reality, in the Queue Activity Screen.

We had this issue a few months ago in Japan and while the help in GCC (Genesys Customer Care) stalled, the client escalated it locally in Japan (through Sales first actually) and it was fixed by the clients CS IT department lead, working direct with Genesys Japan. This was the ticket for that but the resolution wasn't clearly captured in it: Genesys Customer Care ticket number: 0002369090

------------------------------
Jason Ball

Original Message:
Sent: 02-23-2019 09:42
From: Darlene Oordt
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Can you give specific details around what the issues are that you're seeing? Have you logged a support case and if so, what is the case number?

Sent from my iPhone


Original Message------

Hi Darlene. It hasn't been resolved in the recent case but I can ask my team to give me the Support ticket numbers for past ones for sure.

------------------------------
Jason Ball
FAST RETAILING CO., LTD.
------------------------------

Jason - We've deployed an updating infrastructure since this case was logged which is what resolved this case.  We don't expect to be seeing issues anymore with the counts.  We have one more update coming that will make sure the aggregate counts on the top of Queue Activity as well as the waiting/interacting lists are delivered/refreshed at the same time as sometimes you can see those get out of sync momentarily.   We'll look into your new ticket.  Thanks!

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 02-24-2019 20:10
From: Jason Ball
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Hi Darlene,

As I mentioned the counts are different from reality, in the Queue Activity Screen.

We had this issue a few months ago in Japan and while the help in GCC (Genesys Customer Care) stalled, the client escalated it locally in Japan (through Sales first actually) and it was fixed by the clients CS IT department lead, working direct with Genesys Japan. This was the ticket for that but the resolution wasn't clearly captured in it: Genesys Customer Care ticket number: 0002369090

------------------------------
Jason Ball

Original Message:
Sent: 02-23-2019 09:42
From: Darlene Oordt
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Can you give specific details around what the issues are that you're seeing? Have you logged a support case and if so, what is the case number?

Sent from my iPhone


Original Message------

Hi Darlene. It hasn't been resolved in the recent case but I can ask my team to give me the Support ticket numbers for past ones for sure.

------------------------------
Jason Ball
FAST RETAILING CO., LTD.
------------------------------

The Americas Region is experiencing PureCloud Delayed Detail Record Queries.  Can the data for Offered, answered, ASA, service level % etc. be trusted?

------------------------------
Melissa Callender
Ontario Teacher's Pension Plan
------------------------------

Original Message:
Sent: 02-25-2019 09:46
From: Darlene Oordt
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Jason - We've deployed an updating infrastructure since this case was logged which is what resolved this case.  We don't expect to be seeing issues anymore with the counts.  We have one more update coming that will make sure the aggregate counts on the top of Queue Activity as well as the waiting/interacting lists are delivered/refreshed at the same time as sometimes you can see those get out of sync momentarily.   We'll look into your new ticket.  Thanks!

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 02-24-2019 20:10
From: Jason Ball
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Hi Darlene,

As I mentioned the counts are different from reality, in the Queue Activity Screen.

We had this issue a few months ago in Japan and while the help in GCC (Genesys Customer Care) stalled, the client escalated it locally in Japan (through Sales first actually) and it was fixed by the clients CS IT department lead, working direct with Genesys Japan. This was the ticket for that but the resolution wasn't clearly captured in it: Genesys Customer Care ticket number: 0002369090

------------------------------
Jason Ball

Original Message:
Sent: 02-23-2019 09:42
From: Darlene Oordt
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Can you give specific details around what the issues are that you're seeing? Have you logged a support case and if so, what is the case number?

Sent from my iPhone


Original Message------

Hi Darlene. It hasn't been resolved in the recent case but I can ask my team to give me the Support ticket numbers for past ones for sure.

------------------------------
Jason Ball
FAST RETAILING CO., LTD.
------------------------------

I'd recommend you visit https://status.mypurecloud.com/ for details.

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 02-25-2019 17:18
From: Melissa Callender
Subject: Real-time Monitoring counts differ significantly from actual active Agents

The Americas Region is experiencing PureCloud Delayed Detail Record Queries.  Can the data for Offered, answered, ASA, service level % etc. be trusted?

------------------------------
Melissa Callender
Ontario Teacher's Pension Plan

Original Message:
Sent: 02-25-2019 09:46
From: Darlene Oordt
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Jason - We've deployed an updating infrastructure since this case was logged which is what resolved this case.  We don't expect to be seeing issues anymore with the counts.  We have one more update coming that will make sure the aggregate counts on the top of Queue Activity as well as the waiting/interacting lists are delivered/refreshed at the same time as sometimes you can see those get out of sync momentarily.   We'll look into your new ticket.  Thanks!

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 02-24-2019 20:10
From: Jason Ball
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Hi Darlene,

As I mentioned the counts are different from reality, in the Queue Activity Screen.

We had this issue a few months ago in Japan and while the help in GCC (Genesys Customer Care) stalled, the client escalated it locally in Japan (through Sales first actually) and it was fixed by the clients CS IT department lead, working direct with Genesys Japan. This was the ticket for that but the resolution wasn't clearly captured in it: Genesys Customer Care ticket number: 0002369090

------------------------------
Jason Ball

Original Message:
Sent: 02-23-2019 09:42
From: Darlene Oordt
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Can you give specific details around what the issues are that you're seeing? Have you logged a support case and if so, what is the case number?

Sent from my iPhone


Original Message------

Hi Darlene. It hasn't been resolved in the recent case but I can ask my team to give me the Support ticket numbers for past ones for sure.

------------------------------
Jason Ball
FAST RETAILING CO., LTD.
------------------------------

Hi Darlene,

We and the especially the US are well aware of and monitor the status outages page (once referred to as 'busy' in the US).

All of the enquirers and tickets quotes in this Discussion are regarding a Japan instance service Japan and wider Asia, in the open case, Taiwan.

------------------------------
Jason Ball
Pactera (for Fast Retailing)
Japan
------------------------------

Original Message:
Sent: 02-25-2019 17:41
From: Darlene Oordt
Subject: Real-time Monitoring counts differ significantly from actual active Agents

I'd recommend you visit https://status.mypurecloud.com/ for details.

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 02-25-2019 17:18
From: Melissa Callender
Subject: Real-time Monitoring counts differ significantly from actual active Agents

The Americas Region is experiencing PureCloud Delayed Detail Record Queries.  Can the data for Offered, answered, ASA, service level % etc. be trusted?

------------------------------
Melissa Callender
Ontario Teacher's Pension Plan

Original Message:
Sent: 02-25-2019 09:46
From: Darlene Oordt
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Jason - We've deployed an updating infrastructure since this case was logged which is what resolved this case.  We don't expect to be seeing issues anymore with the counts.  We have one more update coming that will make sure the aggregate counts on the top of Queue Activity as well as the waiting/interacting lists are delivered/refreshed at the same time as sometimes you can see those get out of sync momentarily.   We'll look into your new ticket.  Thanks!

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 02-24-2019 20:10
From: Jason Ball
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Hi Darlene,

As I mentioned the counts are different from reality, in the Queue Activity Screen.

We had this issue a few months ago in Japan and while the help in GCC (Genesys Customer Care) stalled, the client escalated it locally in Japan (through Sales first actually) and it was fixed by the clients CS IT department lead, working direct with Genesys Japan. This was the ticket for that but the resolution wasn't clearly captured in it: Genesys Customer Care ticket number: 0002369090

------------------------------
Jason Ball

Original Message:
Sent: 02-23-2019 09:42
From: Darlene Oordt
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Can you give specific details around what the issues are that you're seeing? Have you logged a support case and if so, what is the case number?

Sent from my iPhone


Original Message------

Hi Darlene. It hasn't been resolved in the recent case but I can ask my team to give me the Support ticket numbers for past ones for sure.

------------------------------
Jason Ball
FAST RETAILING CO., LTD.
------------------------------

Jason - sorry for the confusion but the post #12 is referencing the Americas which is why I replied.

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 02-25-2019 17:51
From: Jason Ball
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Hi Darlene,

We and the especially the US are well aware of and monitor the status outages page (once referred to as 'busy' in the US).

All of the enquirers and tickets quotes in this Discussion are regarding a Japan instance service Japan and wider Asia, in the open case, Taiwan.

------------------------------
Jason Ball
Pactera (for Fast Retailing)
Japan

Original Message:
Sent: 02-25-2019 17:41
From: Darlene Oordt
Subject: Real-time Monitoring counts differ significantly from actual active Agents

I'd recommend you visit https://status.mypurecloud.com/ for details.

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 02-25-2019 17:18
From: Melissa Callender
Subject: Real-time Monitoring counts differ significantly from actual active Agents

The Americas Region is experiencing PureCloud Delayed Detail Record Queries.  Can the data for Offered, answered, ASA, service level % etc. be trusted?

------------------------------
Melissa Callender
Ontario Teacher's Pension Plan

Original Message:
Sent: 02-25-2019 09:46
From: Darlene Oordt
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Jason - We've deployed an updating infrastructure since this case was logged which is what resolved this case.  We don't expect to be seeing issues anymore with the counts.  We have one more update coming that will make sure the aggregate counts on the top of Queue Activity as well as the waiting/interacting lists are delivered/refreshed at the same time as sometimes you can see those get out of sync momentarily.   We'll look into your new ticket.  Thanks!

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 02-24-2019 20:10
From: Jason Ball
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Hi Darlene,

As I mentioned the counts are different from reality, in the Queue Activity Screen.

We had this issue a few months ago in Japan and while the help in GCC (Genesys Customer Care) stalled, the client escalated it locally in Japan (through Sales first actually) and it was fixed by the clients CS IT department lead, working direct with Genesys Japan. This was the ticket for that but the resolution wasn't clearly captured in it: Genesys Customer Care ticket number: 0002369090

------------------------------
Jason Ball

Original Message:
Sent: 02-23-2019 09:42
From: Darlene Oordt
Subject: Real-time Monitoring counts differ significantly from actual active Agents

Can you give specific details around what the issues are that you're seeing? Have you logged a support case and if so, what is the case number?

Sent from my iPhone


Original Message------

Hi Darlene. It hasn't been resolved in the recent case but I can ask my team to give me the Support ticket numbers for past ones for sure.

------------------------------
Jason Ball
FAST RETAILING CO., LTD.
------------------------------