Anyone free to help troubleshoot this variance in Agent Occupancy metrics within our EU-West BYOC environment.
- Environment: EU-West BYOC
- Module: Performance Dashboard > Agent Performance
- Issue: Occupancy shows 92% while Talk Time suggests 85%
The Architect flows utilize standard routing. The discrepancy affects SLA reporting accuracy. Is this a known calculation lag in the dashboard, or does specific flow logic impact the occupancy denominator? Guidance on metric alignment is appreciated.