Time profile in Pulse that does not reset - SOLVED

[Jones]

Is it possible to create a time profile in Pulse that doesn't reset at anytime during the 24 hour clock?

I want to be able to see all open e-mails in time ranges of 0-4 hours 4-8 hours 8-12 hours 12-24 and 24+ hours
To do this I would need a Growing time profile that does not reset, is this even possible? At the moment my e-mails are never older than 12 hours in Pulse but in Genesys I have e-mails that are for example 4 days old.

[cavagnaro]

24+?
Like a whole year? You know what are you talking about in memory space?
That is historical reporting...the last day

[Jones]

24-48 48-72 etc
maximum of 1 week.

Is it possible?

[Jones]

issue is that CurrMaxCallWaitingTime is never higher than 12 hours.

[cavagnaro]

As said, that is historical. No longer Real Time

[Jones]

The thing I don't understand though is that the total amount of waiting e-mail is correct.
It's just the time intervals that do not show correctly.

Somehow Pulse just rearranges the open emails into other time intervals? If it can't show older than 12 hours, how come it can show the correct total open amount?

[Jones]

According to Genesys:

[i]Could you please check Interaction Server [settings]\routing-timeout option. It has default value as 720 minutes (12 hours) and thus consider all interaction more than 12 hour as failed. So this can be the root cause of issue.
Please increase it to desired value (I can assume it as 5760 minutes - 96 hours ) and check.[/i]

So, now we wait, should be visible tomorrow morning if it works

[Kubig]

Yes, this will work as we are also using it. Just be aware, that this change should have a negative impact on performance.

[Jones]

In what way exactly? I'm wondering what we should prepare for... Will it slow down performance?

[Jones]

Issue has been solved, it works.
No performance issues thus far.