Can’t get this config to load properly…
The organization is currently operating on the EU-West BYOC environment. A recent architectural review necessitated the migration of several legacy IVR flows into the new Bot framework to leverage the latest NLP capabilities. The primary objective was to maintain consistent reporting standards across all customer interaction channels.
Following the deployment of the updated flow, the Real-Time Performance dashboard exhibits a significant data gap. Specifically, conversations routed through the new Bot nodes do not appear in the standard Queue Activity view, nor do they contribute to the Agent Performance metrics as expected when the bot transfers to a human agent. The conversation detail view shows the interaction as ‘Completed’ with a status of ‘Bot Handled’, yet the associated handle time and wait time are not aggregating in the executive summary reports.
The flow configuration includes a standard ‘Bot’ node connected to a ‘Transfer to Queue’ action. The queue assignment is correct, as manual transfers from the same queue populate the dashboard correctly. However, automated transfers from the Bot node seem to bypass the standard occupancy tracking logic. The error logs in the Architect flow do not show any explicit failures, but the analytics integration appears to be disjointed.
The expectation is that any conversation involving a bot interaction, followed by a human transfer, should reflect the total handle time including the bot engagement period. Currently, the metrics are fragmented, leading to inaccurate service level calculations. The WFM team has raised concerns regarding the discrepancy in projected versus actual occupancy rates for the affected queues.
Is there a specific configuration setting within the Bot node or the Queue definition that must be enabled to ensure seamless metric aggregation between Bot interactions and Human Agent performance views? How can we ensure that Bot-handled segments are correctly included in the overall conversation analytics for performance reporting?