Anyone know why the ‘Handled by Agent’ metric drops to zero when using a specific Transfer Action in an Architect flow?
The flow directs calls to a standard queue, but the performance dashboard registers these as abandoned or unanswered. The environment is EU-West BYOC.
The issue likely stems from the Transfer Action not passing the correct transferType or missing the target object structure, causing the system to treat the interaction as a drop rather than a handoff. Ensure the Data Action payload explicitly defines the target queue and includes the necessary context for metric tracking.
{
"transferType": "queue",
"target": {
"id": "YOUR_QUEUE_ID",
"type": "queue"
},
"context": {
"previousQueueId": "PREV_QUEUE_ID",
"transferReason": "escalation"
}
}
In ServiceNow integrations, we often see similar 400 errors when the payload lacks explicit type definitions. The Genesys Cloud API requires the transferType to be strictly queue or agent. If omitted, the default behavior might bypass standard queue metrics. Also, verify that the target queue has acceptTransfers enabled in its configuration. Without this, the transfer is rejected silently, leading to the “abandoned” status you are observing. Check the Debug tab in Architect to confirm the payload matches this structure exactly before the Transfer Action executes.
from Singapore.
I usually solve this by verifying the SIP signaling path rather than just the Architect payload. In EU-West BYOC environments, the discrepancy between “Handled by Agent” and abandoned metrics often traces back to how the carrier handles the final SIP 200 OK or BYE message during a transfer. If the carrier drops the dialog prematurely or returns a non-standard response code, the platform may interpret the leg as terminated before the agent side fully registers the connection. Check the raw SIP traces for the specific transfer action. Look for any 487 Request Terminated or 503 Service Unavailable responses originating from the carrier side. Additionally, ensure the transferType is set to blind rather than consultative if the carrier does not support attended transfer signaling properly. Misconfigured outbound routing policies can also cause the platform to bypass the queue entirely, routing directly to an external number that fails to answer. Review the call flow logs to confirm the interaction ID remains consistent across the transfer boundary.
{
"transferType": "queue",
"target": { "id": "QUEUE_ID", "type": "queue" }
}
The problem here is missing the explicit target object structure. Coming from Zendesk, I used to rely on simple group assignments. Genesys Cloud needs this JSON payload for accurate metric tracking. This configuration fixed the “Handled by Agent” drop in my migration tests.