It's typically not possible to get a Real Time dashboard to match a summary report throughout the day. The dashboard is being updated in Real Time but the report is updated once an hour. It's also very likely that there may be filter parameters configured on the report that isn't an apples-to-apples configuration on the dashboard in question (and vice versa). By the end of the day when the data stops being updated in the Real Time dashboard and the on-demand reports "catch up" to the Real Time data, they will typically match up as long as the filters and dimensions being reported on are the same.
Our Brightmetrics agent reports a summary and aggregated data to us once an hour (not always at the same time in that hour). So, for summary reports and charts, the information that you are looking at may be up to 1 hour old.
However, if you are running detail reports we grab that data live from the agent which queries the ShoreTel database so that data is near live. We say near live because it won't show calls that are in progress at the moment you run the report.
The summary level data for charts will refresh every 5 minutes; however, since we receive the updated summary data from your server hourly, the new data will only be displayed after the hourly update.
The behavior of our Real Time dashboards is different; you see calls and customer interactions in progress and updating in real time because the Real Time Data Source is supplying the data to the charts directly from an event feed.
Questions or feedback? Please email us at support@brightmetrics.com.
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