Performance Dashboard Queue Activity Metrics Discrepancy During High Load

• Environment: Genesys Cloud EU-West (Frankfurt)
• Role: Performance Dashboard Power User / Flow Architect
• Issue: Divergence between real-time queue metrics and historical export data
• Error: No explicit API error, but data mismatch in Queue Activity view

Does anyone know why the real-time “Average Speed of Answer” metric in the Performance dashboard shows a steady 45 seconds, while the corresponding hourly aggregation in the Queue Activity report spikes to over 120 seconds during peak load?

We are observing this behavior specifically when concurrent softphone interactions exceed 500 in our primary support queue. The dashboard appears stable, yet the underlying data used for weekly performance reviews seems corrupted or delayed. This discrepancy creates significant confusion when validating agent performance against SLA targets.

The flow logic remains unchanged, and no API modifications have been made recently. However, the divergence suggests a potential issue with how metadata is fetched or aggregated during high-concurrency events. We need to understand if this is a known limitation of the performance views or if there is a configuration setting affecting data consistency. Clarification on the data refresh intervals for these specific metrics would be appreciated.

The best way to fix this is to check the data retention settings.

1. Verify the Queue Activity report is pulling from the correct time window.
2. Ensure the real-time dashboard is not cached.

Check your metric definitions. Zendesk calculates ASA differently than Genesys, so the real-time view might be using a different inclusion criteria than the historical report.

Verify the queue configuration in Admin. The discrepancy often stems from how abandoned calls are handled in the aggregation logic.