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  • 1.  Excessive lag time on API call and agent data

    Posted 01-17-2025 09:50
    No replies, thread closed.

    Hello - We have been running into an issue for some time now and wanted to see if anyone had ideas or was facing similar issues.

    Our org uses Power BI to build Ops facing dashboards with call and agent performance data, which we receive on a daily API from Gen. For some time now (months), the API is incomplete or has nothing. The response we've received when raised with Gen is that they have 72hours to deliver the data via API and there is no issue as long as it's delivered in that time frame. Obviously, it is an issue when trying to run a business. We cannot always be 2-3 days behind. 

    Has anyone else noticed a change over the last few months with data/are you having the same API issues/do you have any advice on how to handle? 


    #API/Integrations
    #Reporting/Analytics

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    Shannon Hellner
    WFM manager
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  • 2.  RE: Excessive lag time on API call and agent data

    Posted 01-17-2025 12:43
    No replies, thread closed.

    Hi Shannon,

    I believe you are probably referring to the Conversation Details job API which pulls data from a data lake that is hydrated by a nightly pipeline process.  Unfortunately, when an issue occurs with the pipeline process and it fails, then it wont be run again until the following night, this can leave a gap in the data and is documented here: Conversation Details job

    As I understand it, there have been some updates deployed in the last few days to help this process complete in a more timely manner.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Excessive lag time on API call and agent data

    Posted 01-21-2025 10:29
    No replies, thread closed.

    Thank you Sam. Hopefully we see some improvement here. 



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    Shannon Hellner
    WFM manager
    ------------------------------

    Original Message


  • 4.  RE: Excessive lag time on API call and agent data
    Best Answer

    Posted 01-22-2025 08:50
    No replies, thread closed.

    Hello Shannon!  We do have improvements underway for that endpoint.  We have a whole new architecture being built under the covers that will expand out our ability to search for old conversations and bring a much more reliable way to populate that data into that API endpoint.  We're tracking that effort here.  https://genesyscloud.ideas.aha.io/ideas/ANLS-I-990  We expect to have this running in production in the middle of this year.  In the mean team, our dev teams are continuing to look for performance improvements on the existing system to get that data populated as timely as possible.



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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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    Original Message


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