Performance Dashboard Agent Status Latency in EU-West BYOC

Voice & Telephony
1

Does anyone know why there is a consistent 15-20 second delay in agent status updates on the Performance Dashboard for our EU-West BYOC instance?

Background

Our organization operates a high-volume contact center in the Europe/Paris timezone. We rely heavily on the Performance Dashboard for real-time queue monitoring and agent state verification. The environment is a Bring Your Own Container (BYOC) deployment on Azure, region: West Europe. We have recently migrated from public cloud to this BYOC setup to ensure data residency and reduced latency for our local agents.

Issue

Agents transitioning from ‘Available’ to ‘On Call’ or ‘Wrap-up’ are not reflected immediately in the Performance Dashboard. The delay appears to be between 15 and 20 seconds. This latency causes significant operational issues, particularly during peak hours when supervisors need to verify agent availability for manual routing or break scheduling. The Architect flow logs show the state change occurring instantly upon the trigger event, but the dashboard widget continues to display the previous status. This discrepancy is not present in our legacy public cloud environment, suggesting a potential caching or propagation issue specific to the BYOC edge configuration.

Troubleshooting

  1. Verified agent softphone connectivity and network latency; all metrics are within normal thresholds (<50ms).
  2. Confirmed that the Architect flow steps for state changes are executing without errors or timeouts.
  3. Checked the Genesys Cloud Admin console for any reported outages or degradation in the EU-West region; none were listed at the time of occurrence.
  4. Tested with multiple agents across different skill groups; the issue is consistent regardless of the agent’s role or queue assignment.
  5. Reviewed the BYOC container logs for any error messages related to WebSocket connections or state synchronization; no obvious errors were found.

We need to understand if this is a known limitation of the BYOC architecture or if there is a configuration setting that can reduce this synchronization delay. Any insights into the data flow between the Architect engine and the Performance Dashboard in a BYOC context would be appreciated.