- Environment: Genesys Cloud EU-West BYOC
- Component: Virtual Agent Performance Dashboard
- Flow Version: v4.2 (Production)
I cannot figure out why the ‘Average Resolution Time’ metric in the dashboard is consistently 15% lower than the actual call duration logs for our banking triage flow. The flow logic includes a 5-second timeout before handoff, yet the dashboard reports immediate resolution for failed bot interactions. Is there a known aggregation delay or filtering rule excluding the timeout duration from the KPI calculation?