Has anyone figured out why the performance dashboard is showing a 15 minute lag for agent status changes when using the eu-west-1 edge deployment with byoc? the organization is seeing significant delays in real-time monitoring which impacts supervisor interventions. the flow is configured correctly with the standard connect to queue block but the metrics in the queue activity view are not updating as expected. we have verified that the network connectivity is stable and the edge gateway is healthy. the issue seems to be specific to the data synchronization between the edge instance and the main analytics engine. is there a known configuration setting in the architect flow that affects this latency? the environment is running the latest patch level and all agents are using the desktop client version 2023.4. any insights on how to reduce this delay would be appreciated. we need accurate real-time data for our kpi tracking.
Check your BYOC webhook timeout configuration. The default 5-second limit often gets exceeded during high-volume status updates in eu-west-1, causing silent failures that manifest as dashboard lag. Increase the timeout to 30 seconds in the integration settings to see if real-time metrics resume.
I’d recommend looking at at the analytics subscription filter configuration in your deployment pipeline. The default filter often excludes edge-specific status events, causing the lag.
{
"filter": {
"type": "analytics",
"eventTypes": [
"agent:status:change",
"edge:health:report"
],
"region": "eu-west-1"
}
}