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  • 1.  Real-Time Dashboard Hurdles & Performance View Errors - Your Expertise Needed!

    Posted 05-09-2024 13:42

    Dear CX Community,

    we've configured a unified dashboard to manage our KPIs and operations from a centralized perspective.
    Supervisors use this dashboard and open various tabs containing performance views concurrently, facilitating 

    Since our Go-live we've encountered several real-time issues related to dashboard refresh rates and performance views displaying data inconsistencies. 
    For instance, interactions marked as ended by agents but still appearing as active, current chats by agent exceeding the configured maximum limit,  queus activity discrepancies in agent states...some times encountered an "Out of Memory". Our supervisor users are equipped with high performance PCs and a broad high-bandwidth internet connection.

    This is innaceptable from a Operational standpoint.

    Has anyone faced similar issues and found effective solutions or recommendations to share?
    Your experiences and insights would be greatly appreciated.

    Thank you and regards,

    #Reporting #Error 
    #PerformanceDashboards

    #Reporting/Analytics


    #Reporting/Analytics

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    Sergio Vazquez
    COFARES
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  • 2.  RE: Real-Time Dashboard Hurdles & Performance View Errors - Your Expertise Needed!
    Best Answer

    GENESYS
    Posted 05-10-2024 12:00

    Hello Sergio,

    I'm sorry to hear you're company is running into issues with your dashboards. The symptoms you've mentioned, definitely sound like they should be investigated by our Support Engineers. I do see that we have a few similar cases that have been opened and are being investigated by our development team. Have you opened a case through the support portal yet?



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    Garan Weber
    Genesys - Employees
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  • 3.  RE: Real-Time Dashboard Hurdles & Performance View Errors - Your Expertise Needed!

    Posted 05-13-2024 07:00

    Hi Garan,

    Thank you for your interest and response. Yes, we have had cases open for months without success, clear root causes to address the issues, or feedback about known limitations.

    That's why I'm asking in the community if anyone else has experienced these issues and if there are open cases where the cause of the issues is known, and what solutions or workarounds they have attempted.

    Regards,



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    Sergio Vázquez Martín
    COFARES
    ------------------------------



  • 4.  RE: Real-Time Dashboard Hurdles & Performance View Errors - Your Expertise Needed!

    Posted 05-30-2024 14:39

    Hi @Sergio Vázquez Martín,

    Did you find the problem with this issue? We have a similar problem and could not find a resolution. We also have an open ticket without a solution.

    thanks

    Simon



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    Simon Dufour
    Beneva Inc
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  • 5.  RE: Real-Time Dashboard Hurdles & Performance View Errors - Your Expertise Needed!

    Posted 06-06-2024 03:11

    Hi Simon,
    thanks for sharing
    your company have a similar problem.

    We're still with the open case, asking periodically to support and waiting for the root cause and solution.



    ------------------------------
    Sergio Vázquez Martín
    COFARES
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