Could someone explain the significant delay between an agent setting a disposition in Architect and the corresponding metric update appearing in the Outbound Performance Dashboard? Our team is observing a 5-8 minute lag for ‘Connected’ and ‘Not Interested’ statuses in our EU-West BYOC instance. This latency disrupts real-time campaign management and prevents supervisors from adjusting call patterns based on immediate feedback.
The environment details are as follows:
- Genesys Cloud EU-West BYOC
- Architect Flow version 14.2 (using standard Call Control actions)
- Performance Dashboard view: Outbound Campaign Activity
- Agent Desktop: Chrome 121
We have verified that the data appears correctly in the Conversation Detail view almost immediately after the call ends. The delay is isolated to the aggregated metrics in the Performance Dashboard. This behavior is inconsistent with previous quarters where updates were near real-time. Is this a known aggregation interval change for the Outbound module, or could there be a configuration issue with how the flow is passing the disposition data to the analytics engine? We require accurate, timely metrics to manage our outbound volume effectively.