Genesys Cloud - Main

Hi Community - 
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed. 
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely. 
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause. 
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Some staff at our org have also seen it, but rare comparatively speaking, maybe 4-6 times? On the same note, we have only used the new system for 22 days or so. Using Desktop App with WebRTC Phones.

------------------------------
Nathan McKay
Insite Support Services, Inc.
------------------------------

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Hi Cory, Yes I have an open case to this also. In addition to what you describe we see that the duration on the agent panel shows idle and acw time running in parallel which can´t be real as an agent can only be idle when the acw has finished.

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Thanks, Thomas!
This sounds exactly like what we are seeing. I'm currently trying to troubleshoot the issue with Care. I'll let you know if we determine a resolution so I can share with you. 

Thanks!
Cory

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 10-24-2022 03:07
From: Thomas Repking
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory, Yes I have an open case to this also. In addition to what you describe we see that the duration on the agent panel shows idle and acw time running in parallel which can´t be real as an agent can only be idle when the acw has finished.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

We also have the problem that our agents can't hear the callers and another that they miss calls because the user interface in Chrome is too slow to respond. Do you have these problems too?

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

Original Message:
Sent: 10-24-2022 08:08
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Thomas!
This sounds exactly like what we are seeing. I'm currently trying to troubleshoot the issue with Care. I'll let you know if we determine a resolution so I can share with you.

Thanks!
Cory

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 03:07
From: Thomas Repking
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory, Yes I have an open case to this also. In addition to what you describe we see that the duration on the agent panel shows idle and acw time running in parallel which can´t be real as an agent can only be idle when the acw has finished.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Hi Thomas - 
We've had this problem in the past (especially during our initial shift from the Desktop App to the Web App), but we were able to resolve this by setting our agents up for auto-answer. During our preliminary testing, we piloted rolling out persistent connection for our WebRTC phones, but that somehow broke our agent whisper messages. For us, auto-answer was the right adjustment on our end. 
For added context, we shifted from the Desktop App to the Web App (Chrome), because we couldn't mass deploy new Desktop App versions without a large amount of coordination between IT and our business users. 

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 10-24-2022 08:30
From: Thomas Repking
Subject: Genesys Cloud Dashboards Not Staying In Sync

We also have the problem that our agents can't hear the callers and another that they miss calls because the user interface in Chrome is too slow to respond. Do you have these problems too?

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 10-24-2022 08:08
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Thomas!
This sounds exactly like what we are seeing. I'm currently trying to troubleshoot the issue with Care. I'll let you know if we determine a resolution so I can share with you.

Thanks!
Cory

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 03:07
From: Thomas Repking
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory, Yes I have an open case to this also. In addition to what you describe we see that the duration on the agent panel shows idle and acw time running in parallel which can´t be real as an agent can only be idle when the acw has finished.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Hi Cory, 

It seems that we have exactly the same issue. I have in our new office since beginning September with  6 dashboard TVs run from MiniPCs with Linux Lite and Firefox, and after some random hours of running some values are frozen or for example the Longest Interaction status get "stuck" and keeps on ticking (over 1 day) even though the interaction has ended.

It's a real hassle as we then have to manually refresh the browser 3 - 4 times per day / dashboard. I've tested with using Chrome and Firefox and the issue occurs on both browsers, so it looks like it's how the Genesys dashboard is scripted rather than the browser. Perhaps there is a setting on the browser that can be setup, or is it related to client/server settings, such as HTTP Keep-Alive?

Did you by any chance receive any update from Genesys on this issue?

Best regards,
Jan

------------------
Jan Kovacs
Euro-Center Thailand
------------------

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd
------------------------------

Original Message:
Sent: 10-24-2022 08:08
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Thomas!
This sounds exactly like what we are seeing. I'm currently trying to troubleshoot the issue with Care. I'll let you know if we determine a resolution so I can share with you.

Thanks!
Cory

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 03:07
From: Thomas Repking
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory, Yes I have an open case to this also. In addition to what you describe we see that the duration on the agent panel shows idle and acw time running in parallel which can´t be real as an agent can only be idle when the acw has finished.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Hi Jan -
On our side, we tested on, both, Chrome and Edge and consistently saw issues. We're continuing to test on our end. 
Earlier in our testing, we thought that the issue might be related to computer sleep settings or session token expiry, but we disabling sleep settings and keeping a session alive - neither one proved fruitful. 
Currently, we think it might be due to the same Genesys account being logged into multiple sessions. This is a very common use case at my company - especially with so many people working from home. Supervisors will often have 4 different sessions open on one screen so they can quickly flip between dashboards. I'm testing having one account on one machine logged into one instance of Genesys in order to remove extraneous variables. The Care rep has been extremely helpful in providing guidance for troubleshooting, but we have yet to find a root cause. 
I'll make sure to update this post thread if we are able to get this resolved!

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 11-02-2022 22:59
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

It seems that we have exactly the same issue. I have in our new office since beginning September with  6 dashboard TVs run from MiniPCs with Linux Lite and Firefox, and after some random hours of running some values are frozen or for example the Longest Interaction status get "stuck" and keeps on ticking (over 1 day) even though the interaction has ended.

It's a real hassle as we then have to manually refresh the browser 3 - 4 times per day / dashboard. I've tested with using Chrome and Firefox and the issue occurs on both browsers, so it looks like it's how the Genesys dashboard is scripted rather than the browser. Perhaps there is a setting on the browser that can be setup, or is it related to client/server settings, such as HTTP Keep-Alive?

Did you by any chance receive any update from Genesys on this issue?

Best regards,
Jan

------------------
Jan Kovacs
Euro-Center Thailand
------------------

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 10-24-2022 08:08
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Thomas!
This sounds exactly like what we are seeing. I'm currently trying to troubleshoot the issue with Care. I'll let you know if we determine a resolution so I can share with you.

Thanks!
Cory

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 03:07
From: Thomas Repking
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory, Yes I have an open case to this also. In addition to what you describe we see that the duration on the agent panel shows idle and acw time running in parallel which can´t be real as an agent can only be idle when the acw has finished.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Hi Cory, 

Thanks for the updates, appreciated.

Yes, the keep-alive extension on Firefox tested was not working either for us, tested running on a dashboard overnight. We have also now opened a Genesys ticket on our side as well and will share updates as well, but looks like we have the same underlying issue. We are also running multiple dashboards with the same account indeed, so it could be the underlying reason for the behavior. Hoping there would be a root cause and resolution identified indeed. Let's see for a possible outcome. 

Best regards,
Jan
Euro-Center Thailand

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd
------------------------------

Original Message:
Sent: 11-03-2022 08:07
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Jan -
On our side, we tested on, both, Chrome and Edge and consistently saw issues. We're continuing to test on our end.
Earlier in our testing, we thought that the issue might be related to computer sleep settings or session token expiry, but we disabling sleep settings and keeping a session alive - neither one proved fruitful.
Currently, we think it might be due to the same Genesys account being logged into multiple sessions. This is a very common use case at my company - especially with so many people working from home. Supervisors will often have 4 different sessions open on one screen so they can quickly flip between dashboards. I'm testing having one account on one machine logged into one instance of Genesys in order to remove extraneous variables. The Care rep has been extremely helpful in providing guidance for troubleshooting, but we have yet to find a root cause.
I'll make sure to update this post thread if we are able to get this resolved!

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 11-02-2022 22:59
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

It seems that we have exactly the same issue. I have in our new office since beginning September with  6 dashboard TVs run from MiniPCs with Linux Lite and Firefox, and after some random hours of running some values are frozen or for example the Longest Interaction status get "stuck" and keeps on ticking (over 1 day) even though the interaction has ended.

It's a real hassle as we then have to manually refresh the browser 3 - 4 times per day / dashboard. I've tested with using Chrome and Firefox and the issue occurs on both browsers, so it looks like it's how the Genesys dashboard is scripted rather than the browser. Perhaps there is a setting on the browser that can be setup, or is it related to client/server settings, such as HTTP Keep-Alive?

Did you by any chance receive any update from Genesys on this issue?

Best regards,
Jan

------------------
Jan Kovacs
Euro-Center Thailand
------------------

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 10-24-2022 08:08
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Thomas!
This sounds exactly like what we are seeing. I'm currently trying to troubleshoot the issue with Care. I'll let you know if we determine a resolution so I can share with you.

Thanks!
Cory

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 03:07
From: Thomas Repking
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory, Yes I have an open case to this also. In addition to what you describe we see that the duration on the agent panel shows idle and acw time running in parallel which can´t be real as an agent can only be idle when the acw has finished.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Thanks, Jan!
Yesterday, i tested a very simple use case: one instance with one user logged in. I was still able to see dashboard discrepancies (wrong agent statuses, ACW indicator present when it shouldn't be, stale numbers, etc.) I'm hoping that as we continue to test and remove variables, we'll be able to narrow in on the root cause. 

I'll keep you posted on any resolution we find!
Thanks,

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 11-04-2022 00:30
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

Thanks for the updates, appreciated.

Yes, the keep-alive extension on Firefox tested was not working either for us, tested running on a dashboard overnight. We have also now opened a Genesys ticket on our side as well and will share updates as well, but looks like we have the same underlying issue. We are also running multiple dashboards with the same account indeed, so it could be the underlying reason for the behavior. Hoping there would be a root cause and resolution identified indeed. Let's see for a possible outcome.

Best regards,
Jan
Euro-Center Thailand

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 11-03-2022 08:07
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Jan -
On our side, we tested on, both, Chrome and Edge and consistently saw issues. We're continuing to test on our end.
Earlier in our testing, we thought that the issue might be related to computer sleep settings or session token expiry, but we disabling sleep settings and keeping a session alive - neither one proved fruitful.
Currently, we think it might be due to the same Genesys account being logged into multiple sessions. This is a very common use case at my company - especially with so many people working from home. Supervisors will often have 4 different sessions open on one screen so they can quickly flip between dashboards. I'm testing having one account on one machine logged into one instance of Genesys in order to remove extraneous variables. The Care rep has been extremely helpful in providing guidance for troubleshooting, but we have yet to find a root cause.
I'll make sure to update this post thread if we are able to get this resolved!

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 11-02-2022 22:59
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

It seems that we have exactly the same issue. I have in our new office since beginning September with  6 dashboard TVs run from MiniPCs with Linux Lite and Firefox, and after some random hours of running some values are frozen or for example the Longest Interaction status get "stuck" and keeps on ticking (over 1 day) even though the interaction has ended.

It's a real hassle as we then have to manually refresh the browser 3 - 4 times per day / dashboard. I've tested with using Chrome and Firefox and the issue occurs on both browsers, so it looks like it's how the Genesys dashboard is scripted rather than the browser. Perhaps there is a setting on the browser that can be setup, or is it related to client/server settings, such as HTTP Keep-Alive?

Did you by any chance receive any update from Genesys on this issue?

Best regards,
Jan

------------------
Jan Kovacs
Euro-Center Thailand
------------------

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 10-24-2022 08:08
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Thomas!
This sounds exactly like what we are seeing. I'm currently trying to troubleshoot the issue with Care. I'll let you know if we determine a resolution so I can share with you.

Thanks!
Cory

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 03:07
From: Thomas Repking
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory, Yes I have an open case to this also. In addition to what you describe we see that the duration on the agent panel shows idle and acw time running in parallel which can´t be real as an agent can only be idle when the acw has finished.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Hi Cory, 

Interesting, useful to know that you had tried a singe login instance and there was still some issues.  I've provided network and console logs to the ticket raised our side, and will share updates when a reply is received. 

Regards,
Jan
Euro-Center Thailand

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd
------------------------------

Original Message:
Sent: 11-04-2022 09:37
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Jan!
Yesterday, i tested a very simple use case: one instance with one user logged in. I was still able to see dashboard discrepancies (wrong agent statuses, ACW indicator present when it shouldn't be, stale numbers, etc.) I'm hoping that as we continue to test and remove variables, we'll be able to narrow in on the root cause.

I'll keep you posted on any resolution we find!
Thanks,

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 11-04-2022 00:30
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

Thanks for the updates, appreciated.

Yes, the keep-alive extension on Firefox tested was not working either for us, tested running on a dashboard overnight. We have also now opened a Genesys ticket on our side as well and will share updates as well, but looks like we have the same underlying issue. We are also running multiple dashboards with the same account indeed, so it could be the underlying reason for the behavior. Hoping there would be a root cause and resolution identified indeed. Let's see for a possible outcome.

Best regards,
Jan
Euro-Center Thailand

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 11-03-2022 08:07
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Jan -
On our side, we tested on, both, Chrome and Edge and consistently saw issues. We're continuing to test on our end.
Earlier in our testing, we thought that the issue might be related to computer sleep settings or session token expiry, but we disabling sleep settings and keeping a session alive - neither one proved fruitful.
Currently, we think it might be due to the same Genesys account being logged into multiple sessions. This is a very common use case at my company - especially with so many people working from home. Supervisors will often have 4 different sessions open on one screen so they can quickly flip between dashboards. I'm testing having one account on one machine logged into one instance of Genesys in order to remove extraneous variables. The Care rep has been extremely helpful in providing guidance for troubleshooting, but we have yet to find a root cause.
I'll make sure to update this post thread if we are able to get this resolved!

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 11-02-2022 22:59
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

It seems that we have exactly the same issue. I have in our new office since beginning September with  6 dashboard TVs run from MiniPCs with Linux Lite and Firefox, and after some random hours of running some values are frozen or for example the Longest Interaction status get "stuck" and keeps on ticking (over 1 day) even though the interaction has ended.

It's a real hassle as we then have to manually refresh the browser 3 - 4 times per day / dashboard. I've tested with using Chrome and Firefox and the issue occurs on both browsers, so it looks like it's how the Genesys dashboard is scripted rather than the browser. Perhaps there is a setting on the browser that can be setup, or is it related to client/server settings, such as HTTP Keep-Alive?

Did you by any chance receive any update from Genesys on this issue?

Best regards,
Jan

------------------
Jan Kovacs
Euro-Center Thailand
------------------

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 10-24-2022 08:08
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Thomas!
This sounds exactly like what we are seeing. I'm currently trying to troubleshoot the issue with Care. I'll let you know if we determine a resolution so I can share with you.

Thanks!
Cory

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 03:07
From: Thomas Repking
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory, Yes I have an open case to this also. In addition to what you describe we see that the duration on the agent panel shows idle and acw time running in parallel which can´t be real as an agent can only be idle when the acw has finished.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Hi Cory, 

Just an update from our side so it looks like we are coming to a conclusion. I've tested with separate wallboard account a single instance and this solved the issue, dashboard status & value was stable and correct for over 1 day so far. The issue is than that we cannot have the same wallboard account for multiple dashboards, I'm trying to to see whether at least we can have 2 dashboards using the same account, i.e. on one NUC with Linux Lite & Firefox with 2 HDMI connected TV screen connections. Other than that we would have to get new wallboard license accounts. 

Best regards,
Jan
Euro-Center Thailand

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd
------------------------------

Original Message:
Sent: 11-04-2022 09:37
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Jan!
Yesterday, i tested a very simple use case: one instance with one user logged in. I was still able to see dashboard discrepancies (wrong agent statuses, ACW indicator present when it shouldn't be, stale numbers, etc.) I'm hoping that as we continue to test and remove variables, we'll be able to narrow in on the root cause.

I'll keep you posted on any resolution we find!
Thanks,

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 11-04-2022 00:30
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

Thanks for the updates, appreciated.

Yes, the keep-alive extension on Firefox tested was not working either for us, tested running on a dashboard overnight. We have also now opened a Genesys ticket on our side as well and will share updates as well, but looks like we have the same underlying issue. We are also running multiple dashboards with the same account indeed, so it could be the underlying reason for the behavior. Hoping there would be a root cause and resolution identified indeed. Let's see for a possible outcome.

Best regards,
Jan
Euro-Center Thailand

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 11-03-2022 08:07
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Jan -
On our side, we tested on, both, Chrome and Edge and consistently saw issues. We're continuing to test on our end.
Earlier in our testing, we thought that the issue might be related to computer sleep settings or session token expiry, but we disabling sleep settings and keeping a session alive - neither one proved fruitful.
Currently, we think it might be due to the same Genesys account being logged into multiple sessions. This is a very common use case at my company - especially with so many people working from home. Supervisors will often have 4 different sessions open on one screen so they can quickly flip between dashboards. I'm testing having one account on one machine logged into one instance of Genesys in order to remove extraneous variables. The Care rep has been extremely helpful in providing guidance for troubleshooting, but we have yet to find a root cause.
I'll make sure to update this post thread if we are able to get this resolved!

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 11-02-2022 22:59
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

It seems that we have exactly the same issue. I have in our new office since beginning September with  6 dashboard TVs run from MiniPCs with Linux Lite and Firefox, and after some random hours of running some values are frozen or for example the Longest Interaction status get "stuck" and keeps on ticking (over 1 day) even though the interaction has ended.

It's a real hassle as we then have to manually refresh the browser 3 - 4 times per day / dashboard. I've tested with using Chrome and Firefox and the issue occurs on both browsers, so it looks like it's how the Genesys dashboard is scripted rather than the browser. Perhaps there is a setting on the browser that can be setup, or is it related to client/server settings, such as HTTP Keep-Alive?

Did you by any chance receive any update from Genesys on this issue?

Best regards,
Jan

------------------
Jan Kovacs
Euro-Center Thailand
------------------

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 10-24-2022 08:08
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Thomas!
This sounds exactly like what we are seeing. I'm currently trying to troubleshoot the issue with Care. I'll let you know if we determine a resolution so I can share with you.

Thanks!
Cory

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 03:07
From: Thomas Repking
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory, Yes I have an open case to this also. In addition to what you describe we see that the duration on the agent panel shows idle and acw time running in parallel which can´t be real as an agent can only be idle when the acw has finished.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Just an update from my side. To help Genesys troubleshoot, rather than just using screenshots, I recorded a screen stream showing the strange behavior of our dashboard (and commented on it in the stream), and in parallel recorded full console and network logs and uploaded it all to my case. If they find anything, I will let you know.
Best regards,
Thomas

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

Original Message:
Sent: 11-10-2022 00:08
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

Just an update from our side so it looks like we are coming to a conclusion. I've tested with separate wallboard account a single instance and this solved the issue, dashboard status & value was stable and correct for over 1 day so far. The issue is than that we cannot have the same wallboard account for multiple dashboards, I'm trying to to see whether at least we can have 2 dashboards using the same account, i.e. on one NUC with Linux Lite & Firefox with 2 HDMI connected TV screen connections. Other than that we would have to get new wallboard license accounts.

Best regards,
Jan
Euro-Center Thailand

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 11-04-2022 09:37
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Jan!
Yesterday, i tested a very simple use case: one instance with one user logged in. I was still able to see dashboard discrepancies (wrong agent statuses, ACW indicator present when it shouldn't be, stale numbers, etc.) I'm hoping that as we continue to test and remove variables, we'll be able to narrow in on the root cause.

I'll keep you posted on any resolution we find!
Thanks,

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 11-04-2022 00:30
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

Thanks for the updates, appreciated.

Yes, the keep-alive extension on Firefox tested was not working either for us, tested running on a dashboard overnight. We have also now opened a Genesys ticket on our side as well and will share updates as well, but looks like we have the same underlying issue. We are also running multiple dashboards with the same account indeed, so it could be the underlying reason for the behavior. Hoping there would be a root cause and resolution identified indeed. Let's see for a possible outcome.

Best regards,
Jan
Euro-Center Thailand

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 11-03-2022 08:07
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Jan -
On our side, we tested on, both, Chrome and Edge and consistently saw issues. We're continuing to test on our end.
Earlier in our testing, we thought that the issue might be related to computer sleep settings or session token expiry, but we disabling sleep settings and keeping a session alive - neither one proved fruitful.
Currently, we think it might be due to the same Genesys account being logged into multiple sessions. This is a very common use case at my company - especially with so many people working from home. Supervisors will often have 4 different sessions open on one screen so they can quickly flip between dashboards. I'm testing having one account on one machine logged into one instance of Genesys in order to remove extraneous variables. The Care rep has been extremely helpful in providing guidance for troubleshooting, but we have yet to find a root cause.
I'll make sure to update this post thread if we are able to get this resolved!

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 11-02-2022 22:59
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

It seems that we have exactly the same issue. I have in our new office since beginning September with  6 dashboard TVs run from MiniPCs with Linux Lite and Firefox, and after some random hours of running some values are frozen or for example the Longest Interaction status get "stuck" and keeps on ticking (over 1 day) even though the interaction has ended.

It's a real hassle as we then have to manually refresh the browser 3 - 4 times per day / dashboard. I've tested with using Chrome and Firefox and the issue occurs on both browsers, so it looks like it's how the Genesys dashboard is scripted rather than the browser. Perhaps there is a setting on the browser that can be setup, or is it related to client/server settings, such as HTTP Keep-Alive?

Did you by any chance receive any update from Genesys on this issue?

Best regards,
Jan

------------------
Jan Kovacs
Euro-Center Thailand
------------------

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 10-24-2022 08:08
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Thomas!
This sounds exactly like what we are seeing. I'm currently trying to troubleshoot the issue with Care. I'll let you know if we determine a resolution so I can share with you.

Thanks!
Cory

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 03:07
From: Thomas Repking
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory, Yes I have an open case to this also. In addition to what you describe we see that the duration on the agent panel shows idle and acw time running in parallel which can´t be real as an agent can only be idle when the acw has finished.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Thanks, Thomas! 

I appreciate you sharing your troubleshooting steps. On my end, I was able to recreate the issue on my account and submit console/network logs to care. According to the Care rep working the ticket, it looks like the WebSocket connection is disconnecting on the client (e.g. user) side. Care is going to pull in someone with a Networking background to see if we can get more info on what may cause the data stream to disconnect and not self-heal. 
It's worth noting that we are experiencing this issue on/off our corporate network and on/off vpn. 

I will update this thread if Care is able to determine a resolution for us!
Thanks,

------------------------------
Cory King
IT Lead
Interstate Gas Supply, Inc.
------------------------------

Original Message:
Sent: 11-10-2022 01:58
From: Thomas Repking
Subject: Genesys Cloud Dashboards Not Staying In Sync

Just an update from my side. To help Genesys troubleshoot, rather than just using screenshots, I recorded a screen stream showing the strange behavior of our dashboard (and commented on it in the stream), and in parallel recorded full console and network logs and uploaded it all to my case. If they find anything, I will let you know.
Best regards,
Thomas

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 11-10-2022 00:08
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

Just an update from our side so it looks like we are coming to a conclusion. I've tested with separate wallboard account a single instance and this solved the issue, dashboard status & value was stable and correct for over 1 day so far. The issue is than that we cannot have the same wallboard account for multiple dashboards, I'm trying to to see whether at least we can have 2 dashboards using the same account, i.e. on one NUC with Linux Lite & Firefox with 2 HDMI connected TV screen connections. Other than that we would have to get new wallboard license accounts.

Best regards,
Jan
Euro-Center Thailand

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 11-04-2022 09:37
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Jan!
Yesterday, i tested a very simple use case: one instance with one user logged in. I was still able to see dashboard discrepancies (wrong agent statuses, ACW indicator present when it shouldn't be, stale numbers, etc.) I'm hoping that as we continue to test and remove variables, we'll be able to narrow in on the root cause.

I'll keep you posted on any resolution we find!
Thanks,

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 11-04-2022 00:30
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

Thanks for the updates, appreciated.

Yes, the keep-alive extension on Firefox tested was not working either for us, tested running on a dashboard overnight. We have also now opened a Genesys ticket on our side as well and will share updates as well, but looks like we have the same underlying issue. We are also running multiple dashboards with the same account indeed, so it could be the underlying reason for the behavior. Hoping there would be a root cause and resolution identified indeed. Let's see for a possible outcome.

Best regards,
Jan
Euro-Center Thailand

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 11-03-2022 08:07
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Jan -
On our side, we tested on, both, Chrome and Edge and consistently saw issues. We're continuing to test on our end.
Earlier in our testing, we thought that the issue might be related to computer sleep settings or session token expiry, but we disabling sleep settings and keeping a session alive - neither one proved fruitful.
Currently, we think it might be due to the same Genesys account being logged into multiple sessions. This is a very common use case at my company - especially with so many people working from home. Supervisors will often have 4 different sessions open on one screen so they can quickly flip between dashboards. I'm testing having one account on one machine logged into one instance of Genesys in order to remove extraneous variables. The Care rep has been extremely helpful in providing guidance for troubleshooting, but we have yet to find a root cause.
I'll make sure to update this post thread if we are able to get this resolved!

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 11-02-2022 22:59
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

It seems that we have exactly the same issue. I have in our new office since beginning September with  6 dashboard TVs run from MiniPCs with Linux Lite and Firefox, and after some random hours of running some values are frozen or for example the Longest Interaction status get "stuck" and keeps on ticking (over 1 day) even though the interaction has ended.

It's a real hassle as we then have to manually refresh the browser 3 - 4 times per day / dashboard. I've tested with using Chrome and Firefox and the issue occurs on both browsers, so it looks like it's how the Genesys dashboard is scripted rather than the browser. Perhaps there is a setting on the browser that can be setup, or is it related to client/server settings, such as HTTP Keep-Alive?

Did you by any chance receive any update from Genesys on this issue?

Best regards,
Jan

------------------
Jan Kovacs
Euro-Center Thailand
------------------

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 10-24-2022 08:08
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Thomas!
This sounds exactly like what we are seeing. I'm currently trying to troubleshoot the issue with Care. I'll let you know if we determine a resolution so I can share with you.

Thanks!
Cory

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 03:07
From: Thomas Repking
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory, Yes I have an open case to this also. In addition to what you describe we see that the duration on the agent panel shows idle and acw time running in parallel which can´t be real as an agent can only be idle when the acw has finished.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Thanks, Jan!
This is very useful information. My team will look into segregating our wallboard accounts to increase performance - although, most of our agents continue to work remotely, so I'm not certain is we'll pursue updating our wallboard accounts or deprecating the wallboards altogether. 
On our end, we're seeing this issue with dashboards on the individual user side. I'm wondering if your resolution isn't related: the issue is with having too many subscriptions (e.g. agents) pulling data from the same dashboard at the same time.

Thanks for keeping us updated! We appreciate it!

------------------------------
Cory King
IT Lead
Interstate Gas Supply, Inc.
------------------------------

Original Message:
Sent: 11-10-2022 00:08
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

Just an update from our side so it looks like we are coming to a conclusion. I've tested with separate wallboard account a single instance and this solved the issue, dashboard status & value was stable and correct for over 1 day so far. The issue is than that we cannot have the same wallboard account for multiple dashboards, I'm trying to to see whether at least we can have 2 dashboards using the same account, i.e. on one NUC with Linux Lite & Firefox with 2 HDMI connected TV screen connections. Other than that we would have to get new wallboard license accounts.

Best regards,
Jan
Euro-Center Thailand

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 11-04-2022 09:37
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Jan!
Yesterday, i tested a very simple use case: one instance with one user logged in. I was still able to see dashboard discrepancies (wrong agent statuses, ACW indicator present when it shouldn't be, stale numbers, etc.) I'm hoping that as we continue to test and remove variables, we'll be able to narrow in on the root cause.

I'll keep you posted on any resolution we find!
Thanks,

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 11-04-2022 00:30
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

Thanks for the updates, appreciated.

Yes, the keep-alive extension on Firefox tested was not working either for us, tested running on a dashboard overnight. We have also now opened a Genesys ticket on our side as well and will share updates as well, but looks like we have the same underlying issue. We are also running multiple dashboards with the same account indeed, so it could be the underlying reason for the behavior. Hoping there would be a root cause and resolution identified indeed. Let's see for a possible outcome.

Best regards,
Jan
Euro-Center Thailand

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 11-03-2022 08:07
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Jan -
On our side, we tested on, both, Chrome and Edge and consistently saw issues. We're continuing to test on our end.
Earlier in our testing, we thought that the issue might be related to computer sleep settings or session token expiry, but we disabling sleep settings and keeping a session alive - neither one proved fruitful.
Currently, we think it might be due to the same Genesys account being logged into multiple sessions. This is a very common use case at my company - especially with so many people working from home. Supervisors will often have 4 different sessions open on one screen so they can quickly flip between dashboards. I'm testing having one account on one machine logged into one instance of Genesys in order to remove extraneous variables. The Care rep has been extremely helpful in providing guidance for troubleshooting, but we have yet to find a root cause.
I'll make sure to update this post thread if we are able to get this resolved!

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 11-02-2022 22:59
From: Jan Kovacs
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory,

It seems that we have exactly the same issue. I have in our new office since beginning September with  6 dashboard TVs run from MiniPCs with Linux Lite and Firefox, and after some random hours of running some values are frozen or for example the Longest Interaction status get "stuck" and keeps on ticking (over 1 day) even though the interaction has ended.

It's a real hassle as we then have to manually refresh the browser 3 - 4 times per day / dashboard. I've tested with using Chrome and Firefox and the issue occurs on both browsers, so it looks like it's how the Genesys dashboard is scripted rather than the browser. Perhaps there is a setting on the browser that can be setup, or is it related to client/server settings, such as HTTP Keep-Alive?

Did you by any chance receive any update from Genesys on this issue?

Best regards,
Jan

------------------
Jan Kovacs
Euro-Center Thailand
------------------

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd

Original Message:
Sent: 10-24-2022 08:08
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Thomas!
This sounds exactly like what we are seeing. I'm currently trying to troubleshoot the issue with Care. I'll let you know if we determine a resolution so I can share with you.

Thanks!
Cory

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 03:07
From: Thomas Repking
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Cory, Yes I have an open case to this also. In addition to what you describe we see that the duration on the agent panel shows idle and acw time running in parallel which can´t be real as an agent can only be idle when the acw has finished.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Yes, all of a sudden this morning two agents reported that while one of them saw himself in his own UI and dashboard as on queue and idle, another agent saw him in his dashboard as "not responding."
The not responding agent had no idea he was in not responding for over 20 minutes and presumably never even knew he was offered a call.
This is, of course, being reporting to me as happening "all the time" though it is the first I am hearing of it.
Our agents are all using the browser agent interface and WebRTC.  They are a mix of remote and on campus.

------------------------------
Linda Greenshields
New York University
------------------------------

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

We have an agent with the same issue. Enabling persistent connection set to a day improved things, but not totally.

------------------------------
andrew lewis
Health Management Ltd
------------------------------

Original Message:
Sent: 10-24-2022 17:46
From: Linda Greenshields
Subject: Genesys Cloud Dashboards Not Staying In Sync

Yes, all of a sudden this morning two agents reported that while one of them saw himself in his own UI and dashboard as on queue and idle, another agent saw him in his dashboard as "not responding."
The not responding agent had no idea he was in not responding for over 20 minutes and presumably never even knew he was offered a call.
This is, of course, being reporting to me as happening "all the time" though it is the first I am hearing of it.
Our agents are all using the browser agent interface and WebRTC.  They are a mix of remote and on campus.

------------------------------
Linda Greenshields
New York University

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Thank you Andrew!
I have been looking for a use case for enabling that persistent connection on an agent's webRTC.  It sounds like that might help reduce issues where an agent is set to not responding even though they never even saw a call being offered.

------------------------------
Linda Greenshields
New York University
------------------------------

Original Message:
Sent: 10-25-2022 03:25
From: andrew lewis
Subject: Genesys Cloud Dashboards Not Staying In Sync

We have an agent with the same issue. Enabling persistent connection set to a day improved things, but not totally.

------------------------------
andrew lewis
Health Management Ltd

Original Message:
Sent: 10-24-2022 17:46
From: Linda Greenshields
Subject: Genesys Cloud Dashboards Not Staying In Sync

Yes, all of a sudden this morning two agents reported that while one of them saw himself in his own UI and dashboard as on queue and idle, another agent saw him in his dashboard as "not responding."
The not responding agent had no idea he was in not responding for over 20 minutes and presumably never even knew he was offered a call.
This is, of course, being reporting to me as happening "all the time" though it is the first I am hearing of it.
Our agents are all using the browser agent interface and WebRTC.  They are a mix of remote and on campus.

------------------------------
Linda Greenshields
New York University

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Thanks, Linda - 
On my end, agents started reporting the issue back in July - prior to that, we were on Genesys Cloud for over a year without any issues. We're still troubleshooting with Genesys Care to determine what may have changed. 

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 10-24-2022 17:46
From: Linda Greenshields
Subject: Genesys Cloud Dashboards Not Staying In Sync

Yes, all of a sudden this morning two agents reported that while one of them saw himself in his own UI and dashboard as on queue and idle, another agent saw him in his dashboard as "not responding."
The not responding agent had no idea he was in not responding for over 20 minutes and presumably never even knew he was offered a call.
This is, of course, being reporting to me as happening "all the time" though it is the first I am hearing of it.
Our agents are all using the browser agent interface and WebRTC.  They are a mix of remote and on campus.

------------------------------
Linda Greenshields
New York University

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

All,

Our development teams have escalated this issue and we believe we have isolated the issue down to a syncing issue between two services.  We're actively working through ways to shore up those real time data sources to maintain consistency.

------------------------------
Ryan Legner
Staff Product Manager, Genesys Cloud CX
------------------------------

Original Message:
Sent: 10-25-2022 09:42
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Linda -
On my end, agents started reporting the issue back in July - prior to that, we were on Genesys Cloud for over a year without any issues. We're still troubleshooting with Genesys Care to determine what may have changed.

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 17:46
From: Linda Greenshields
Subject: Genesys Cloud Dashboards Not Staying In Sync

Yes, all of a sudden this morning two agents reported that while one of them saw himself in his own UI and dashboard as on queue and idle, another agent saw him in his dashboard as "not responding."
The not responding agent had no idea he was in not responding for over 20 minutes and presumably never even knew he was offered a call.
This is, of course, being reporting to me as happening "all the time" though it is the first I am hearing of it.
Our agents are all using the browser agent interface and WebRTC.  They are a mix of remote and on campus.

------------------------------
Linda Greenshields
New York University

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Thanks, Ryan!
I'll update my care ticket and reference this thread so my assigned Care rep stays in the loop!

Thanks,

------------------------------
Cory King
IT Lead
Interstate Gas Supply, Inc.
------------------------------

Original Message:
Sent: 11-11-2022 13:39
From: Ryan Legner
Subject: Genesys Cloud Dashboards Not Staying In Sync

All,

Our development teams have escalated this issue and we believe we have isolated the issue down to a syncing issue between two services.  We're actively working through ways to shore up those real time data sources to maintain consistency.

------------------------------
Ryan Legner
Staff Product Manager, Genesys Cloud CX

Original Message:
Sent: 10-25-2022 09:42
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Linda -
On my end, agents started reporting the issue back in July - prior to that, we were on Genesys Cloud for over a year without any issues. We're still troubleshooting with Genesys Care to determine what may have changed.

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 17:46
From: Linda Greenshields
Subject: Genesys Cloud Dashboards Not Staying In Sync

Yes, all of a sudden this morning two agents reported that while one of them saw himself in his own UI and dashboard as on queue and idle, another agent saw him in his dashboard as "not responding."
The not responding agent had no idea he was in not responding for over 20 minutes and presumably never even knew he was offered a call.
This is, of course, being reporting to me as happening "all the time" though it is the first I am hearing of it.
Our agents are all using the browser agent interface and WebRTC.  They are a mix of remote and on campus.

------------------------------
Linda Greenshields
New York University

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Hi Ryan,

Was a fix issued to address this issue?  We're seeing several reports of this out-of-sync behavior for agent status widgets on the dashboards as well.  We'll open a ticket with customer care, but I wanted to see if anyone else was experiencing this problem.

------------------------------
Brad Shoptaw
Design Engineer IV
ADP, INC.
Denver, CO United States
brad.shoptaw@adp.com
------------------------------

Original Message:
Sent: 11-11-2022 13:39
From: Ryan Legner
Subject: Genesys Cloud Dashboards Not Staying In Sync

All,

Our development teams have escalated this issue and we believe we have isolated the issue down to a syncing issue between two services.  We're actively working through ways to shore up those real time data sources to maintain consistency.

------------------------------
Ryan Legner
Staff Product Manager, Genesys Cloud CX

Original Message:
Sent: 10-25-2022 09:42
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Linda -
On my end, agents started reporting the issue back in July - prior to that, we were on Genesys Cloud for over a year without any issues. We're still troubleshooting with Genesys Care to determine what may have changed.

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 17:46
From: Linda Greenshields
Subject: Genesys Cloud Dashboards Not Staying In Sync

Yes, all of a sudden this morning two agents reported that while one of them saw himself in his own UI and dashboard as on queue and idle, another agent saw him in his dashboard as "not responding."
The not responding agent had no idea he was in not responding for over 20 minutes and presumably never even knew he was offered a call.
This is, of course, being reporting to me as happening "all the time" though it is the first I am hearing of it.
Our agents are all using the browser agent interface and WebRTC.  They are a mix of remote and on campus.

------------------------------
Linda Greenshields
New York University

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Hi Brad, 

Just to mention that in our office we have been recently seeing the same issues on our side more than before and regardless of browsers (Firefox, Chrome, Edge).

I remote in and refresh the dashboards in the office once/twice per day to try to minimise out of sync values to be displayed currently. 

------------------------------
Jan Kovacs
Sydney Euro-Center Pty. Ltd
------------------------------

Original Message:
Sent: 09-05-2023 16:53
From: Brad Shoptaw
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Ryan,

Was a fix issued to address this issue?  We're seeing several reports of this out-of-sync behavior for agent status widgets on the dashboards as well.  We'll open a ticket with customer care, but I wanted to see if anyone else was experiencing this problem.

------------------------------
Brad Shoptaw
Design Engineer IV
ADP, INC.
Denver, CO United States
brad.shoptaw@adp.com

Original Message:
Sent: 11-11-2022 13:39
From: Ryan Legner
Subject: Genesys Cloud Dashboards Not Staying In Sync

All,

Our development teams have escalated this issue and we believe we have isolated the issue down to a syncing issue between two services.  We're actively working through ways to shore up those real time data sources to maintain consistency.

------------------------------
Ryan Legner
Staff Product Manager, Genesys Cloud CX

Original Message:
Sent: 10-25-2022 09:42
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Linda -
On my end, agents started reporting the issue back in July - prior to that, we were on Genesys Cloud for over a year without any issues. We're still troubleshooting with Genesys Care to determine what may have changed.

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 17:46
From: Linda Greenshields
Subject: Genesys Cloud Dashboards Not Staying In Sync

Yes, all of a sudden this morning two agents reported that while one of them saw himself in his own UI and dashboard as on queue and idle, another agent saw him in his dashboard as "not responding."
The not responding agent had no idea he was in not responding for over 20 minutes and presumably never even knew he was offered a call.
This is, of course, being reporting to me as happening "all the time" though it is the first I am hearing of it.
Our agents are all using the browser agent interface and WebRTC.  They are a mix of remote and on campus.

------------------------------
Linda Greenshields
New York University

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

We're also experiencing the same issues as of late.  The issues have become more prominent over the last few weeks for us; and almost always involves the Agent Status widget.  The status will desync, and in order to resolve this it requires our staff to refresh/reload the page.  Statuses that never occurred (e.g., Agent Status will display an agent on a 5 minute hold, but the interaction was only 1 minute total in duration) will appear, and continue to increment until the page is reloaded. Happens multiple times every day for our staff unfortunately. 

Not sure if this was ever resolved from the start of this thread, or is just something that they feel is insignificant enough as 'reloading doesn't take much time/effort'.

------------------------------
Steve Busse
M&T Bank
------------------------------

Original Message:
Sent: 09-05-2023 16:53
From: Brad Shoptaw
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Ryan,

Was a fix issued to address this issue?  We're seeing several reports of this out-of-sync behavior for agent status widgets on the dashboards as well.  We'll open a ticket with customer care, but I wanted to see if anyone else was experiencing this problem.

------------------------------
Brad Shoptaw
Design Engineer IV
ADP, INC.
Denver, CO United States
brad.shoptaw@adp.com

Original Message:
Sent: 11-11-2022 13:39
From: Ryan Legner
Subject: Genesys Cloud Dashboards Not Staying In Sync

All,

Our development teams have escalated this issue and we believe we have isolated the issue down to a syncing issue between two services.  We're actively working through ways to shore up those real time data sources to maintain consistency.

------------------------------
Ryan Legner
Staff Product Manager, Genesys Cloud CX

Original Message:
Sent: 10-25-2022 09:42
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Linda -
On my end, agents started reporting the issue back in July - prior to that, we were on Genesys Cloud for over a year without any issues. We're still troubleshooting with Genesys Care to determine what may have changed.

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 17:46
From: Linda Greenshields
Subject: Genesys Cloud Dashboards Not Staying In Sync

Yes, all of a sudden this morning two agents reported that while one of them saw himself in his own UI and dashboard as on queue and idle, another agent saw him in his dashboard as "not responding."
The not responding agent had no idea he was in not responding for over 20 minutes and presumably never even knew he was offered a call.
This is, of course, being reporting to me as happening "all the time" though it is the first I am hearing of it.
Our agents are all using the browser agent interface and WebRTC.  They are a mix of remote and on campus.

------------------------------
Linda Greenshields
New York University

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Sorry that you are experiencing data sync issues on the dashboards. We'll look into these as soon as possible. Can you please log a ticket with Customer Care with the specifics mentioned above?

Thanks,

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX
------------------------------

Original Message:
Sent: 09-11-2023 08:48
From: Steven Busse
Subject: Genesys Cloud Dashboards Not Staying In Sync

We're also experiencing the same issues as of late.  The issues have become more prominent over the last few weeks for us; and almost always involves the Agent Status widget.  The status will desync, and in order to resolve this it requires our staff to refresh/reload the page.  Statuses that never occurred (e.g., Agent Status will display an agent on a 5 minute hold, but the interaction was only 1 minute total in duration) will appear, and continue to increment until the page is reloaded. Happens multiple times every day for our staff unfortunately. 

Not sure if this was ever resolved from the start of this thread, or is just something that they feel is insignificant enough as 'reloading doesn't take much time/effort'.

------------------------------
Steve Busse
M&T Bank

Original Message:
Sent: 09-05-2023 16:53
From: Brad Shoptaw
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Ryan,

Was a fix issued to address this issue?  We're seeing several reports of this out-of-sync behavior for agent status widgets on the dashboards as well.  We'll open a ticket with customer care, but I wanted to see if anyone else was experiencing this problem.

------------------------------
Brad Shoptaw
Design Engineer IV
ADP, INC.
Denver, CO United States
brad.shoptaw@adp.com

Original Message:
Sent: 11-11-2022 13:39
From: Ryan Legner
Subject: Genesys Cloud Dashboards Not Staying In Sync

All,

Our development teams have escalated this issue and we believe we have isolated the issue down to a syncing issue between two services.  We're actively working through ways to shore up those real time data sources to maintain consistency.

------------------------------
Ryan Legner
Staff Product Manager, Genesys Cloud CX

Original Message:
Sent: 10-25-2022 09:42
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Thanks, Linda -
On my end, agents started reporting the issue back in July - prior to that, we were on Genesys Cloud for over a year without any issues. We're still troubleshooting with Genesys Care to determine what may have changed.

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 10-24-2022 17:46
From: Linda Greenshields
Subject: Genesys Cloud Dashboards Not Staying In Sync

Yes, all of a sudden this morning two agents reported that while one of them saw himself in his own UI and dashboard as on queue and idle, another agent saw him in his dashboard as "not responding."
The not responding agent had no idea he was in not responding for over 20 minutes and presumably never even knew he was offered a call.
This is, of course, being reporting to me as happening "all the time" though it is the first I am hearing of it.
Our agents are all using the browser agent interface and WebRTC.  They are a mix of remote and on campus.

------------------------------
Linda Greenshields
New York University

Original Message:
Sent: 10-21-2022 09:58
From: Cory King
Subject: Genesys Cloud Dashboards Not Staying In Sync

Hi Community -
I've been working with Care for the past couple of months on an issue that has been impacting my organization. We are currently set up in the US West region and have been seeing issues over the past couple of months with the Dashboards getting out of sync with reality. Our dashboards usually have call volume aggregates on the left hand side and agent statuses on the right - I've included an example below with org-specific and agent name information removed.
After a few hours of working in Genesys Cloud, we have folks reporting that either the aggregates on the left are not correct, or maybe an agent is listed in the incorrect status on the right (e.g. the agent is listed as Communicating when they are actually Interacting. Or maybe someone is listed on break, but they have an call timer associated to their record, etc.) We're using Chrome as our browser - and a quick refresh of the browser syncs everything up again. It's also worth noting that we allow our agents to view the dashboards since so many of us continue to work remotely.
I've tested this on my work computer and my home computer, both on and off our corporate network, and i'm still seeing issues with things getting out of sync. I've disabled sleep settings, made sure the session was active (so i didn't hit any sort of token expiry limitations) and have tested with other IT members. We've pulled logs for Care who are seeing agent/client level limit errors, but we're still haven't been able to determine a root cause.
This issue was first reported to my team back in mid July. I'm curious: has anyone else seen any issues with the dashboards getting out of sync?

Thanks!
Cory



#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------