Looking for advice on reconciling the execution time metrics displayed in the Architect flow analytics against the actual perceived latency in the Agent Performance dashboard for our EU-West environment. We have a complex IVR flow involving multiple database lookups and conditional branches. The Architect analytics report an average execution time of 1.2 seconds, yet agents are reporting significant delays before the call is transferred or the final message is played.
The discrepancy appears most pronounced during peak hours. We are not seeing any explicit error codes in the flow execution logs, but the conversation detail view shows a gap between the ‘flow start’ and ‘transfer initiated’ timestamps that exceeds the reported execution time by several seconds. Is there a known delay in how Genesys Cloud processes the handoff from the Architect engine to the telephony stack in this region?
Flow ID: 8f7a6b5c-4d3e-2f1a-9b8c-7d6e5f4a3b2c
Avg Exec Time: 1.2s
Observed Delay: 4.5s
Environment: EU-West
We need to determine if this is a performance bottleneck within the flow logic itself or an infrastructure latency issue. Any insights into the correlation between these two metrics would be appreciated.