Is it possible to configure the refresh interval for custom metric aggregations within the Performance dashboard, or is the current latency a known architectural constraint for the EU-West region?
The environment is running Genesys Cloud v25.2. We have implemented a complex flow architecture to track first-contact resolution rates using specific interaction outcomes. While the raw data appears correctly in the Conversation Detail views almost immediately, the aggregated metrics in the Queue Performance view exhibit a significant delay.
Specifically, there is a minimum 45-minute lag before these custom metrics reflect in the hourly breakdowns. This discrepancy creates reporting inconsistencies for shift supervisors who rely on real-time data for resource allocation. The standard built-in metrics, such as Average Handle Time, update within the expected 15-minute window, suggesting the issue is isolated to the custom reporting pipeline.
Has anyone successfully reduced this latency through specific flow design patterns or dashboard configuration adjustments? We need to ensure that management reports align with actual operational events without requiring manual data reconciliation.