How should I properly to reconcile the data lag between Zendesk’s real-time dashboard and Genesys Cloud’s analytics pipeline during migration? The interaction counts diverge significantly after 18:00 CET, likely due to timezone or processing delays.
pii_redaction in the webchat config to match Zendesk’s export filters.reporting:report:read permissions for the analytics service account.I normally fix this by decoupling the timestamp normalization from the PII redaction layer. The divergence after 18:00 CET suggests a timezone offset issue in the analytics pipeline rather than a data loss problem. When pii_redaction is enabled, it often masks the underlying interaction ID, making it harder to correlate events across systems during peak load.
Try adjusting the JMeter thread group to simulate the exact volume of Zendesk API calls during that specific hour. This helps identify if the lag is due to rate limiting on the Genesys Cloud analytics endpoint. The reporting:report:read permission is correct, but you might need to adjust the api/v2/analytics/details/queries payload to explicitly request UTC timestamps.
See this internal note for config examples: support.genesys.com/zz-991-timezone-sync. It covers how to align the reporting window with the source system’s clock.