Performance Dashboard Agent Login Metrics Missing for SSO Users

Administration
1

Just noticed that the ‘Agent Performance’ view is excluding login duration metrics for users authenticating via our enterprise SSO provider. The data appears complete for standard credential logins, but SSO sessions show null values in the custom report builder. This discrepancy is affecting our SLA compliance calculations. Thank you.

2

Check your SSO attribute mapping to ensure the loginDuration field is being passed correctly from the identity provider. Misaligned SAML assertions often cause the dashboard to drop these specific metrics.

Verify the custom report builder filters are not inadvertently excluding SSO-authenticated sessions. This usually resolves the null value issue in SLA calculations.

3

The SAML assertion mapping needs the loginDuration attribute explicitly defined in the SCIM provisioning config. Once that field is synced, the custom report builder pulls the values correctly.

4

What’s probably happening here is that not a SAML mapping issue, but rather how the platform correlates SSO session tokens with agent status events in the analytics database. When using enterprise SSO, the initial login event is often decoupled from the subsequent agent ‘Online’ state change, causing the loginDuration field to remain null in the raw data feed. The suggestion above regarding SCIM provisioning is valid for user attributes, but it does not address real-time status metrics.

From an AppFoundry integration perspective, we have seen this discrepancy frequently when custom dashboards rely on the standard /api/v2/analytics/interactions/queries endpoint without proper session correlation. To resolve this for your SLA compliance calculations, consider the following adjustments:

  1. Verify Session Correlation: Ensure your SSO provider is passing the genesys_id or equivalent unique identifier in the SAML assertion. This allows the platform to link the authentication event to the agent’s specific workspace session.
  2. Update Report Builder Filters: Instead of filtering by loginDuration, try using the login_timestamp and logout_timestamp fields separately. Calculate the duration directly in your report builder formula. This bypasses the pre-aggregated metric that may be failing for SSO users.
(logout_timestamp - login_timestamp) AS calculated_login_duration
  1. Check OAuth Token Lifecycle: If your integration uses multi-org OAuth, ensure the token refresh logic isn’t terminating the session prematurely. A forced logout due to token expiry can result in null duration values.

Additionally, review the API rate limits if you are polling these metrics at high frequency. SSO sessions often generate more background traffic for token validation, which can trigger rate-limiting issues that drop specific metric updates. Adjusting the polling interval to 60 seconds instead of 30 seconds often stabilizes the data flow for SSO-authenticated agents. This approach has resolved similar null-value issues in our premium app deployments.

5

I typically get around this by bypassing the dashboard and querying the raw event logs to isolate the timestamp delta between SAML assertion receipt and the first status update.

  • SAML assertion mapping
  • Agent status event correlation
  • Raw analytics data feeds