I am building a real-time dashboard that shows active chats alongside Bold360 bot sessions.
Should I be using the conversationDetail query or the conversationAggregate query to populate the live tiles? The docs mention both, but the payloads look completely different.
As someone who evaluates 200+ interactions a week, I only use the conversationDetail query for deep-diving into individual calls after the fact.
For a real-time wallboard, you absolutely want conversationAggregate. It returns pre-calculated metrics like average handle time, service level percentage, and interactions waiting - exactly the numbers a supervisor needs at a glance without parsing through thousands of individual conversation records.
Whichever endpoint you choose, please ensure the dashboard output meets WCAG 2.1 AA standards.
If you are displaying real-time metrics on a wallboard, the color contrast between the KPI values and the background must meet a minimum 4.5:1 ratio. Many teams use red/green color coding for SLA thresholds, which is completely invisible to agents with deuteranopia (red-green color blindness). Use icons or patterns alongside color.
For context, NICE CXone provides a native real-time dashboard (MAX) that auto-refreshes every 3 seconds. Five9 has a similar supervisor panel.
Genesys Cloud’s native Performance views are solid, but if you need sub-3-second refresh rates or custom KPI calculations, you are forced into the API route. The conversationAggregate endpoint supports intervals as short as 1 minute, which is sufficient for most wallboard use cases but noticeably slower than competitors’ native real-time feeds.