ACD Report Refresh Rates
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 |