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  • 1.  Dashboard, Longest Waiting

    Posted 11-11-2019 05:00
    Hi Community,

    Recently we have seen issues with the built-in Dashboard of PureCloud, showing strange numbers on 'Longest Waiting' Calls.
    What it looks like is that the Longest Waiting is not being reset when a call is answered, but only if a new 'Waiting Call' enters the Queue:

    Before going to Support, as we only have this complaint at one of our customers, the question to the Community if anyone has been seeing the same behaviour recently?

    Thanks for your feedback!
    #Reporting/Analytics

    ------------------------------
    Marcel Ostendorf
    Cloudoe BV
    ------------------------------


  • 2.  RE: Dashboard, Longest Waiting

    Posted 11-11-2019 05:50
    Hi Marcel,

     We have seen the same issue - we had to clear the cache from the ID we were using to display the dashboard as it hadn't been done in a while, then ensuring this was done on a regular basis resolved the issue.

     Hope that helps!?

    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------



  • 3.  RE: Dashboard, Longest Waiting

    Posted 11-11-2019 06:23
    Hi Gordon,

    Thanks for the information, We'll try this one out and post an update, but I also discovered another one (and now it's more a 'bug' to me):

    The queue has no Interactions Waiting (Yellow box), but the Waiting Indicator say '1 waiting' (red box). This was on a browser, BTW.
    Will open a ticket with Support

    Really appreciate your help Gordon!

    BR Marcel

    ------------------------------
    Marcel Ostendorf
    Cloudoe BV
    ------------------------------



  • 4.  RE: Dashboard, Longest Waiting

    Posted 11-12-2019 07:43
    Hello @Marcel Ostendorf
    our customer reported the same issue with the Longest Waiting call still counting although there were no calls waiting in the queue.
    So it seems that this is a global type of issue.

    Did you get any update from customer care?​

    Regards from Belgrade

    ------------------------------
    Раско Радојевић
    Rasko Radojevic
    ------------------------------



  • 5.  RE: Dashboard, Longest Waiting

    Posted 11-12-2019 09:47
    Hi Rasko,

    Thanks for your reply. The issue has disappeared this morning, so we're monitoring for it to happen again.
    Without having the issue at this moment, it would be hard to open a Support ticket.

    Thanks, Marcel

    ------------------------------
    Marcel Ostendorf
    Cloudoe BV
    ------------------------------



  • 6.  RE: Dashboard, Longest Waiting

    GENESYS
    Posted 11-12-2019 21:00
    We're not aware of any issues here, but please log a support case if you are seeing an issue so we can properly triage.  Thanks!

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



  • 7.  RE: Dashboard, Longest Waiting

    Posted 11-13-2019 03:30

    Hello @Darlene Oordt

    customer has shared a video with the issue.
    You can see it here

    https://contact.bitrix24.com/~YSCEI

    I know that I'm posting the video after the issue was resolved ( @Paulo Mesquita do not use post) but just to have a look what happened and maybe help for some other situations

    Regards

    ​​

    ------------------------------
    Раско Радојевић
    Rasko Radojevic
    ------------------------------



  • 8.  RE: Dashboard, Longest Waiting

    GENESYS
    Posted 11-13-2019 09:16

    Thank you all for the feedback. 






  • 9.  RE: Dashboard, Longest Waiting
    Best Answer

    Posted 11-12-2019 21:33
    This was fixed yesterday, I got this message from support:


    " Flink is not sending an update to change the waiting count back to 0 when the conversation moves to interacting.

    The actual counts are correct if you navigate away from the page and come back, but the real time counts do not automatically update via Carrier Pigeon causing the issue.

    After making some change and fix for the CP to update realtime, that fixed the issue. "



    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------



  • 10.  RE: Dashboard, Longest Waiting

    Posted 11-13-2019 02:29
    Hi Paulo.

    Thanks this helps and is in line with what we've seen yesterday.
    Is there a possibility to share ticket information with me?

    @Community: Thanks for your help!

    BR Marcel



    ------------------------------
    Marcel Ostendorf
    Cloudoe BV
    ------------------------------



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