Does anyone understand why the AI Bot interaction metrics are not aggregating correctly in the standard Queue Performance views?
We have configured a complex flow in Architect that routes inbound calls to an AI Bot for initial qualification. The flow is functioning as expected, with the bot handling approximately 40% of the volume. However, when reviewing the Performance Dashboard for the associated queue, the “Bot Handled” metric appears inconsistent with the actual conversation logs.
Environment Details:
- Genesys Cloud Version: v2024.02
- Region: Europe (Paris)
- Role: Performance Dashboard Admin
- Flow Type: AI Bot with handoff to human agents
The discrepancy is significant. The dashboard reports only 15% bot resolution, while the Conversation Detail View confirms a much higher success rate for the bot nodes. We need these metrics to align for our executive reporting on automation efficiency. Is there a specific configuration in the flow or the dashboard view that might cause this lag or misclassification?
We have verified that the AI Bot is correctly tagged and that the queue settings allow for bot metrics collection. No API access is available for our team, so we are relying on the native dashboard functionality. Any insights into how the platform calculates these specific AI metrics would be appreciated.