Quick question about Digital Channel queue metrics lag

General Discussion
1

Quick question about the discrepancy in real-time queue performance views for WebChat. The dashboard shows agents as idle while conversation history indicates active sessions, creating a false SLA breach report.

Queue: Support-Web
Metric: Active Conversations: 0
Expected: 4

Is this a known caching delay in the EU1 region or a configuration error in the flow assignment?

2

It depends, but generally… the real-time metrics endpoint has a ~15-second propagation delay. During high-concurrency load tests, this gap widens. Try polling /api/v2/analytics/queue-realtime with a 20s interval in JMeter.

{
 "interval_ms": 20000,
 "cache_control": "no-cache"
}