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  • 1.  Dashboard

    Posted 05-11-2025 04:41
    No replies, thread closed.

    Hello,

    I have an interesting question, which is quite a strange behaviour but maybe someone has a good idea how to troubleshoot or to point out the issue.

    We have a dashboard which is checking the CC calls abandoned waiting etc. interactions and also the agent's status.

    The issue is that when we are checking the agent status none of us sees the same status, I give you the example.

    I see that the agent x is having a call (interacting) while an another user sees that the agent is in idle and somebody else if checking he sees that the agent is in busy status.

    We are checking the same dashboard, and we all know the the agent is interacting, my question is why other users see different statuses on the same dashboard ?

    It could be something with the network ? i mean I have a good internet connection so i can see correct data , while others with different network connections (which may have slower speed etc.) sees other status.

    How can we troubleshoot this ?

    Thanks!


    #Reporting/Analytics

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    Sandor Berei-Ozsvath
    NA
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  • 2.  RE: Dashboard

    Posted 05-12-2025 00:22
    No replies, thread closed.

    Hi Sandor,

    We've encountered this issue in our organisation as well. While the status is usually accurate, there are times when I need to refresh my browser to see the most current status, which isn't ideal. Thanks for raising this. 



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    Romi Agrawal
    Manager - Customer Experience
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    Original Message


  • 3.  RE: Dashboard

    Posted 05-12-2025 02:40
    No replies, thread closed.

    Hi Sandor,

    the user status in dashboards pretends to be a real-time-value, but it is not. Sometimes the dashboard just calculates an agent status forward (just adding seconds) instead of showing the correct status. I had some trouble in my team because of that.
    I addressed this issue during a developer-study that Genesys invited me to. I hope that they will consider this in further development.



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    Christoph Domaschke
    Leiter Service Center (Cronbank)
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    Original Message


  • 4.  RE: Dashboard
    Best Answer

    Posted 05-12-2025 04:15
    Edited by System 23 days ago
    No replies, thread closed.

    Hi Sandor,

    The agent statuses are updated based on notifications to the service that it has changed, if it doesn't receive this notification then it would keep counting until it receives a notification.  This is quite often caused by having multiple tabs open as there is a limit of 20 channels per user/app combination. Creating a 21st channel will remove the channel with oldest last used date and it would therefore stop sending the notifications to this channel until refreshed.  
    Why do multiple concurrent Genesys Cloud logins cause problems?

    If you are seeing this where users don't have multiple windows open, then I would capture network and console logs from the dashboard and raise a case with customer care to investigate what is stopping the dashboard from updating.

    I am also going to move this thread to the Reporting & Analytics Community

    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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