Stuck on a problem and need help troubleshooting a data integrity issue in the Performance Dashboard. The Queue Activity view is reporting -1 for Service Level Percentage on several high-volume queues.
This appears to be a calculation error rather than a configuration failure. The underlying flow logic remains unchanged, and agent performance metrics are stable.
Environment is Genesys Cloud EU West, running the latest release. No API modifications were made during the affected window.
Is this a known reporting bug, or should I check specific queue thresholds?
Check your data source configuration to ensure the Service Level metric is pulling from the correct historical bucket, as -1 often indicates a missing or null value in the underlying dataset rather than a negative calculation.
{
"metric": "service_level",
"data_source": "queue_history",
"aggregation": "average",
"null_handling": "exclude",
"time_window": "last_24_hours"
}
The -1 value typically appears when the system cannot find a valid denominator for the SLA calculation, such as zero offered calls or a misconfigured target. In bulk export scenarios, we often see similar null-handling issues where metadata gaps cause calculation engines to default to error codes. Ensure the queue has sufficient call volume in the selected time window and that the service level target is explicitly defined in the queue settings. If the issue persists, verify the audit trail for any recent changes to the queue’s service level targets or routing rules that might have inadvertently cleared historical data references.
{
"metric": "service_level",
"null_handling": "default_zero",
"fallback_value": 0
}
You might want to look at changing the null handling strategy. The -1 often stems from a timeout or incomplete data fetch during high concurrency. Setting a default zero prevents that error state from breaking the dashboard aggregation.