Performance Dashboard metric discrepancy via API

Looking for advice on the wait_time metric calculation.

The Performance Dashboard displays zero seconds for digital queues, yet the Platform API returns a value of 45000ms when querying the dashboard configurations. This variance disrupts our reporting logic.

The environment is Genesys Cloud EU-West. Is there a known aggregation difference between the dashboard view and the raw API response for digital channels?

The problem here is the dashboard filters for digital channels. Zendesk handled this differently, but Genesys Cloud requires specific interval configurations. The default view often excludes partial intervals, causing those zero values.

Check your analytics query parameters. Add “interval=PT1H” to force aggregation. This aligns the API response with the dashboard view, resolving the discrepancy.