Genesys Cloud - Main

Hi everyone,

I've built our team's wallboards using the dashboard functionality. Each wallboard includes these count-based widgets:

• Outbound Interactions By Agent (Figure 1)
• Answered Interactions By Agent (Figure 2)

Over the past few months, some agents have reported that their calls weren't updating in these widgets. This past Wednesday, we observed that the widgets weren't updating for any agents. This is a concern because agents rely on this data to track their performance throughout the day.

Has anyone else experienced this issue when using dashboards this way?

Figure 1

Figure 2

Hello Cody, 

What you are seeing is actually a known issue with the dashboard widgets, and we are working to get this looked at and fixed. 

There has been a documented issue specifically related to status filtering in agents status widgets that caused intermittent problems with real time updates. Some potential causes for this; heavy regional load affecting refresh rates, network issues, specific widget configuration settings, filter settings that might be affecting the update functionality. 

At this point, since its a known issue, I would open a support case to get this properly tracked by us. 

Cheers, 

Hi everyone,

I've built our team's wallboards using the dashboard functionality. Each wallboard includes these count-based widgets:

• Outbound Interactions By Agent (Figure 1)
• Answered Interactions By Agent (Figure 2)

Over the past few months, some agents have reported that their calls weren't updating in these widgets. This past Wednesday, we observed that the widgets weren't updating for any agents. This is a concern because agents rely on this data to track their performance throughout the day.

Has anyone else experienced this issue when using dashboards this way?

Figure 1

Figure 2

Hi Cameron,

I sincerely appreciate the prompt response. I'm relieved to know Genesys is aware of this issue and that you are working to get this resolved.

I will have my designated contact open a case on my behalf.

Cheers,

Hello Cody, 

What you are seeing is actually a known issue with the dashboard widgets, and we are working to get this looked at and fixed. 

There has been a documented issue specifically related to status filtering in agents status widgets that caused intermittent problems with real time updates. Some potential causes for this; heavy regional load affecting refresh rates, network issues, specific widget configuration settings, filter settings that might be affecting the update functionality. 

At this point, since its a known issue, I would open a support case to get this properly tracked by us. 

Cheers, 

Hi everyone,

I've built our team's wallboards using the dashboard functionality. Each wallboard includes these count-based widgets:

• Outbound Interactions By Agent (Figure 1)
• Answered Interactions By Agent (Figure 2)

Over the past few months, some agents have reported that their calls weren't updating in these widgets. This past Wednesday, we observed that the widgets weren't updating for any agents. This is a concern because agents rely on this data to track their performance throughout the day.

Has anyone else experienced this issue when using dashboards this way?

Figure 1

Figure 2