Anyone know why the Architect flow logic diverges from the reported NLP confidence score in the Performance Dashboard? We observe agents receiving calls with low confidence scores (0.45), yet the flow logs indicate a successful handoff. Our bot configuration is set as follows:
nlp:
model_version: v2.4.1
intent_threshold: 0.75
fallback_action: transfer_to_queue
This occurs in our EU-West BYOC environment. The dashboard metrics suggest the threshold is being ignored.