Our custom KPI widget on the Performance dashboard has been showing blank data for the past week.
The widget queries tAnswered and nOffered metrics. Default widgets on the same dashboard work fine. No configuration changes were made.
# Validate dashboard metrics against current schema
metadata = analytics_api.get_analytics_reporting_metadata()
valid = {m.metric_id for m in metadata.items}
custom_metrics = ['tAnswered', 'nOffered', 'tTalkComplete']
for m in custom_metrics:
print(f'{m}: {"VALID ✓" if m in valid else "DEPRECATED ✗"}')
Schedule this weekly. Catch deprecations before dashboards break.
From a change management perspective, custom dashboards are the most fragile component in any GC deployment.
Default dashboards are maintained by Genesys and updated automatically. Custom dashboards use hardcoded metric names that can break silently. Document every custom widget’s metric dependencies and assign an owner responsible for validation.
Verify the metric names against the current analytics metadata.
Genesys periodically updates metric definitions. Run GET /api/v2/analytics/reporting/metadata and confirm your metrics are still in the valid list. A deprecated metric returns null rather than an error, causing blank widgets.