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