Quick question about the correlation between AI bot resolution time and downstream queue performance metrics.
Context:
EU-West BYOC environment. We recently deployed an updated AI Virtual Agent flow within Architect to handle tier-1 inquiries. The flow logic includes a 15-second timeout for natural language processing responses before triggering a handoff to the standard voice queue. In the Performance dashboard, specifically under Queue Activity, we are seeing a noticeable increase in Average Speed of Answer (ASA) for this specific queue. The Conversation Detail view indicates that the interaction is technically ‘waiting’ in the queue from the moment the bot initiates the transfer, rather than when the agent accepts the call. This creates a discrepancy where the reported wait time includes the bot’s processing delay, which is not an agent-related metric.
Question:
Is there a configuration setting within the Architect flow or the Performance dashboard filters that allows us to exclude the bot processing time from the queue’s ASA calculation? We require the dashboard to reflect only the time spent waiting for an available agent post-handoff, not the total engagement time from the initial IVR entry. Currently, the aggregated metrics are skewing our SLA reporting for that specific campaign.