So I’m seeing a very odd bug with our EU-West BYOC environment where AI bot interactions are artificially inflating the Service Level metric in the Performance Dashboard. The bot engages for 45 seconds before transferring to an agent, yet the dashboard calculates the SLA hit from the initial queue entry rather than the handoff timestamp.
This creates a significant discrepancy between the reported efficiency and the actual agent wait times observed in the Conversation Detail views. The Architect flow uses standard bot nodes, and no custom API logic is involved in the routing.
Is there a configuration override required to ensure the Performance Dashboard aligns the SLA clock with the human agent pickup time rather than the bot engagement start?