The table below displays the source and refresh rate of many system reports. The Source column indicates from where the data originated:
- Tubes: The platform data mart, where custom report data comes from
- Core: The production layer that runs the platform applications
- DW: The platform data warehouse. Core data is stored in the DW and tube pulls data from the DW.
The overall data feed is Core > DW > Tubes (data mart).
Mountain Time is the default time zone for 6 hour refresh rates. Any report with a 6 hour refresh rate always refresh at 2 AM, 8 AM, 2 PM, and 8 PM Mountain Time. Mountain Time observes daylight savings, and is therefore UTC-6 or UTC-7, depending on the time of year. This may be useful if your time zone does not observe daylight savings.
| Report/Widget | Source | Refresh Rate |
|---|---|---|
| Contact | ||
| Active Contacts report | DW | 10 seconds |
| Contact History report | DW | 10 seconds |
| Email Interruptions report |
10 seconds |
|
| Agent | ||
| Active Agents report | DW |
10 seconds |
| Agent Snapshot report | Tubes | 6 hours |
| Agent Summary report | DW | 10 seconds |
| Agent Time Card report | DW | 10 seconds |
| Agent Unavailable Time report | DW | 10 seconds |
| Agents by Team report | DW | 5 minutes |
| Campaign Performance report | Tubes | 6 hours |
| Campaign Summary by Campaign report | DW | 10 seconds |
| Campaign Summary by Skill report | DW | 10 seconds |
| Configured Stations report | 5 minutes | |
| Forced Logouts report | DW | 10 seconds |
| Promise Keeper report | 5 minutes | |
| Skill Performance report | Tubes | 6 hours |
| Skill Proficiencies Detail report | DW | 5 minutes |
| Skill Proficiencies Summary report | DW | 5 minutes |
| Skill by Campaign report | DW | 5 minutes |
| Supervisor Snapshot report | Tubes | 6 hours |
| Teams and Unavailable Codes report | DW | 5 minutes |
| Satisfaction | ||
| Agent CSR Report Card | Core | No delay |
| Customer Comments | Core | No delay |
| Customer Loyalty report | Core | No delay |
| General Health | Core | No delay |
| Interactive Queue | Core | No delay |
| Performance | DW | No delay |
| Ranking report | Core | No delay |
| Satisfaction Distribution Floor report | Core | No delay |
| Supervisor Comparison | Core | No delay |
| Supervisor CSR Report Card | Core | No delay |
| Quality | ||
| Performance | DW | 5 minutes |
| IVR/ASR | ||
| ASR Tuning report | DW | 10 seconds |
| IVR Press Path report | DW |
10 seconds |
| Events | ||
| Event Activity report | Core | No delay |
| Schedules | ||
| Schedule Run History report | DW | 10 seconds |
| Account | ||
| Billing report | DW | 1 hour |
| Real-time APIs | DW | 5 seconds |
| Historical APIs | DW | 15 minutes |
| Admin | ||
| Cluster Search | DW | 5 minutes |
| CPNI Audit History | DW | 5 minutes |
| Data Download reports | DW | 5 minutes |
| Data Download Custom Reports | DW | 5 minutes |
| Refusal Stats | DW | 5 minutes |
| Outbound | ||
| Abandon Rate Compliance report | DW | 5 minutes |
| Call Suppression Audit History report | DW | 5 minutes |
| Outbound Report Store | 5 minutes | |
| Custom Reporting | ||
| Report Templates (ACD Summary) | Tubes | 6 hours |
| Report Templates (ACD Detail) | Tubes | 6 hours |
| Report Templates (ACD Detail Intraday) | Tubes | 1 hour |
| Report Templates (Personal Connection) | Tubes | 6 hours |
| Workforce Intelligence | ||
| Rule Action History report | N/A | |
| Rule Action Summary report | N/A | |
| Real-Time Dashboards | ||
| Agent Count by State widget | Core | 5 seconds |
| Agent Counter widget | Core | 5 seconds |
| Agent List widget | Core | 5 seconds |
| Contact List widget | Core | 5 seconds |
| Contact States by Skill widget | Core | 5 seconds |
| Queue Counter widget | Core | 5 seconds |
| Queue Trend widget | Core | 5 seconds |
| Service Level widget | Core | 6 minutes |
| Skill Summary widget | Core | 5 seconds or 6 minutes depending on the metric (See Skill Summary Widget for details) |
| Outbound Agent Performance widget | Core | 5 seconds |
| Historical Dashboards | ||
| Agent Performance widget | DW | 15 minutes |
| Agent Performance by Hour widget | DW | 15 minutes |
| Other State Statistics widget | DW | 15 minutes |
| Unavailable Statistics widget | DW | 15 minutes |
| Agent WFO Performance widget | DW | 15 minutes |
| Data Download | ||
| All reports | DW | 5 minutes |
| Direct Data Access (DDA) | ||
| All reports | Same as the custom reporting equivalent | |
| Performance Management | ||
| Real-Time reports | 5 - 10 seconds | |
| Historical reports | 10 - 15 minutes | |