My configuration keeps failing as expected regarding the correlation between Architect flow outcomes and the Performance dashboard metrics. We have implemented a complex IVR structure using the latest Architect v2024.02 components, specifically focusing on multi-level menu navigation. The issue arises when analyzing the ‘Calls Abandoned’ metric versus the actual flow drop-off points defined in the Architect logic.
The Performance dashboard indicates a 2% abandonment rate for our primary sales queue. However, the Architect flow analytics show a 15% drop-off at the second menu level due to timeout settings. This discrepancy suggests that the dashboard is not accurately capturing the flow-specific abandonment events, or there is a misalignment in how ‘Abandoned’ is defined between the two tools.
Environment details:
- Region: EU-West BYOC
- Architect Version: v2024.02
- Queue Type: Standard Voice
- Dashboard View: Real-time and Historical (24h)
Has there been a recent change in how Architect drop-offs are mapped to the Performance dashboard? We require precise metrics for our SLA reporting, and this variance is causing significant confusion in our operational reviews. Any insight into the data synchronization process between these modules would be appreciated.