Hi all,
We are experiencing a significant discrepancy between our live bot interactions and the data reported in the Genesys Cloud Bot Analytics dashboard.
Environment:
- Genesys Cloud Region: EU-West (Ireland)
- Bot Version: 14.2 (Architect)
- Dashboard View: Bot Performance (Last 7 Days)
Issue Description:
Our outbound customer service bot is processing approximately 500 conversations per day. We can confirm these interactions are successful by reviewing the Conversation Detail Views in the admin console, where we see the full transcript, intent matches, and transfer to agent events. However, when viewing the ‘Bot Analytics’ dashboard, the ‘Total Conversations’ metric consistently reports ‘0’ for the same time period.
Additionally, the ‘Average Sentiment’ and ‘Resolution Rate’ widgets are empty. This is impacting our ability to report on AI deflection rates to senior management, as our business KPIs rely heavily on these dashboard views.
Steps Taken:
- Verified the bot is correctly linked to the queue.
- Checked the ‘Bot Usage’ report in Insights, which also shows zero data.
- Confirmed that agent-assisted conversations from the same queues are populating correctly in the Agent Performance dashboards.
- Cleared browser cache and tested on a different user profile with ‘View Reports’ permissions.
There are no error messages displayed on the dashboard itself; it simply appears to be missing the data stream. We are using standard Architect flows with no custom API integrations for the bot logic.
Has anyone encountered this lag or data ingestion failure? We need to know if this is a known delay in the analytics pipeline or a configuration error on our end regarding how the bot sessions are being tagged.