Why does the real-time conversation tracing data within the Performance Dashboard appears to lag behind the actual execution of Architect flows in our EU-West (Paris) environment? We are observing a consistent delay of approximately 45 to 60 seconds between the completion of a complex IVR routing logic and the reflection of that interaction in the queue activity metrics. This latency is particularly problematic when monitoring high-volume inbound campaigns where immediate visibility into flow drop-off points is required for operational adjustments. The environment is strictly Genesys Cloud EU-West, and the issue persists across both the standard Performance view and the detailed Conversation Detail view. The specific flow in question involves a multi-level menu with conditional routing based on customer tier, utilizing standard XML blocks and external API integrations for data lookup. Despite the API calls completing within acceptable timeframes (under 200ms), the dashboard metrics do not update until nearly a minute later, creating a false sense of queue stability. This discrepancy complicates our ability to provide accurate real-time reporting to stakeholders who rely on these dashboards for shift management decisions. The impact is most noticeable during peak hours where the volume of concurrent interactions exceeds 500, leading to a cumulative data backlog in the visual reports. We have verified that the issue is not related to network connectivity or browser caching, as the same behavior is observed across multiple devices and network connections. Furthermore, the historical data exported via the analytics API matches the delayed dashboard view, suggesting the issue lies within the real-time data ingestion pipeline rather than the storage layer.
- Verified that the Architect flow logs show immediate completion times, confirming the delay is not in the flow execution itself.
- Tested the performance dashboard on multiple browsers (Chrome, Edge) and devices to rule out local caching or rendering issues, with consistent latency observed across all platforms.