Our Gamification leaderboard hasn’t updated any agent scores since Tuesday.
I verified the underlying data by pulling the raw metrics via the Analytics API, and the agents definitely have points allocated to them in the backend database. However, the graphical UI on the agent desktop is completely stuck. Are there known caching issues with the gamification rendering engine?
This is actually a known issue with how the platform calculates intraday metric aggregations.
I opened GitHub PR #415 on the Python SDK because we noticed the exact same freeze when querying the gamification endpoints. The backend microservice that calculates the leaderboard rankings occasionally hangs during high-volume periods and requires Genesys Support to manually flush the Redis cache for your specific tenant.
To prevent agents from getting frustrated, I actually built an integration for this.
I use a webhook that listens to the v2.gamification.scorecards topic. If the scorecard timestamp hasn’t updated in 24 hours, my script hits the ServiceNow REST API and creates a P3 incident ticket automatically so IT knows the leaderboard is frozen before the agents complain.