Ran into a weird issue today with the Bot Analytics view within the Agent Performance dashboard. The environment is configured in the Europe/Paris region, and the issue persists across multiple queues. When comparing the ‘Bot Handled’ count in the Queue Activity report against the total conversations logged in the Conversation Detail view, there is a consistent 15% variance.
The specific error is not a system crash, but a data integrity issue. The bot successfully completes the task, yet the performance metric does not reflect the closure in the real-time dashboard.
This deviation affects our service level agreement calculations. The Architect flow is standard, using a simple data action to log intent. Is there a known latency or aggregation window for the Bot Analytics module that causes this delay? We need to know if this is a caching issue or a fundamental reporting flaw in the current version.
This is a standard time zone alignment issue rather than a true data discrepancy. The Europe/Paris region configuration often causes drift when the dashboard aggregates data using local time while the underlying Conversation Detail view defaults to UTC. A 15% variance usually points to conversations occurring during daylight saving transition hours or late-night shifts where the boundary definitions diverge. The Queue Activity report likely filters by the queue’s local operating hours, whereas the Conversation Detail view captures the raw timestamp without applying the shift context. Verify that your schedule adherence settings are not inadvertently excluding bot-handled interactions that fall outside standard agent shift windows.
To resolve this, force the analytics query to use a consistent time reference. Instead of relying on the default dashboard filters, construct a custom analytics query that explicitly converts timestamps to UTC before aggregation. Use the interval parameter to define precise boundaries that match your WFM schedule blocks. For example, if your agents work 08:00-17:00 Paris time, ensure the query uses 06:00-15:00 UTC. Additionally, check the bot flow version associated with those conversations. If a flow was updated recently, ensure the analytics mapping for the new version is correctly linked to the queue. Sometimes, bot interactions routed through a different flow path are tagged with a different interaction type, causing them to drop out of the standard “Bot Handled” metric. Review the flow analytics to confirm all bot paths are included in the performance dashboard filter. This adjustment should align the counts and eliminate the variance.