Why does this setting in the Genesys Cloud analytics dashboard cause a significant delay in data refresh when mapping Zendesk ticket fields to Genesys interaction attributes?
We are currently migrating our customer support operations from Zendesk Support to Genesys Cloud. The process involves mapping Zendesk ticket metadata, such as priority and custom tags, to Genesys interaction attributes for real-time reporting. However, when we enable real-time analytics on the dashboard, the data refresh rate drops from the expected 15-second interval to over 2 minutes. This latency is unacceptable for our operational monitoring, which relies on real-time data for agent performance tracking.
The environment details are as follows: Genesys Cloud version 24.4, Zendesk Support version latest, and we are using the Genesys Cloud API v2 for data integration. The specific error observed in the browser console is NetworkError: 504 Gateway Timeout when attempting to refresh the dashboard. Additionally, the API endpoint /api/v2/analytics/report-realtime returns a partial dataset, missing the most recent 30 seconds of interaction data.
We have verified that the network connection is stable and that the Zendesk webhooks are firing correctly. The issue seems to be related to the Genesys Cloud analytics engine struggling to process the high volume of interaction attributes being mapped from Zendesk. We are currently processing around 500 tickets per hour during peak times.
Could someone provide guidance on how to optimize the real-time analytics configuration to handle this volume? Are there any known limitations or best practices for mapping Zendesk ticket fields to Genesys interaction attributes in real-time? We are looking for a solution that maintains data accuracy while improving the dashboard refresh rate. Any insights or configuration tweaks would be greatly appreciated.