Version 23.09 of QueueMetrics ships with a new real-time engine (used to populate wall-boards, the real-time page and the new agent pages) called Presentialist. Presentialist departs from the long-running tradition of processing real-time requests at the moment they are needed, and basically keeps a snapshot of the whole real-time interaction in memory at all times. This means that on systems with tens or hundreds of agents or open wallboards, it's very likely that the work required to derive a new real-time picture is way less than it was before, therefore reducing the system load.

Still - there is a snag: if you have a call reported multiple times on different queues - for example when using outbound tracking, having a call that is tracked for outbound and also goes on a queue - then Presentialist, that by definition will build a full picture of what is happening, will be unable to tell apart the events generated by your queue from the ones generated by outbound tracking. The result is a dog's breakfast; one of the calls might be reported with an incorrect agent, and then you might have a second lost call when both calls close at once.

To see if you are affected by this behavior, just run a normal report for the same period of time as the real-time page/wallboard was using - if the data you see in the report are correct, then that's the issue.

This is not an issue for reports, that by definition only process data from queues you specify, but in order to have a meaningful representation of live data you need to add the following property to your configuration.properties file:

realtime.ignoredQueues=q-outbound

or if you already have an ignore queue set in Uniloader:

realtime.ignoredQueues=_q-outbound

This will simply hide the queue (or queues) from real-time reports and will let you run accurate wallboards. You can specify multiple queues by separating them with a comma. The new properties apply to QueueMetrics 23.09.3 and above.