Digital Queue Occupancy Lag in Performance Dashboard

General Discussion
1

Why does this setting regarding real-time digital occupancy metrics consistently show a three-minute delay in the Performance dashboard compared to the actual live agent status in Architect?

Our organization relies heavily on the digital messaging channels for customer support, and the current lag in the dashboard data is causing significant issues with workforce management. When agents are marked as available in the Architect flow, the dashboard continues to show them as busy or unavailable for approximately 180 seconds. This discrepancy affects our ability to monitor service levels accurately during peak hours.

We have verified that the Architect flow is correctly updating the agent state upon message receipt. The issue appears to be specific to the aggregation layer in the Performance views. We are using the standard Genesys Cloud tenant configuration without any custom API integrations for this specific view. The environment is the standard EU region.

Has there been any recent change to the data refresh rates for digital channel metrics? We need the dashboard to reflect the true state of the queue to make informed decisions about staffing. The current delay renders the real-time monitoring features less effective for our operations team.

Thank you for your assistance with this matter.

2 
{
 "dashboard_refresh_interval_ms": 15000,
 "real_time_data_source": "architect"
}

You might want to look at the dashboard polling configuration in the admin settings. The default refresh rate for digital occupancy is often set to 15 seconds, which can accumulate into a noticeable lag during high concurrency.

3

This looks like a symptom of the underlying SIP registration state not syncing properly with the digital queue metrics. When managing multiple BYOC trunks, I’ve seen this discrepancy arise from stale credentials or failover delays.

  • Verify the SIP registration status for the digital channel trunks.
  • Check for carrier-specific latency in the APAC region.
  • Ensure outbound routing isn’t blocking status updates.