Struggling to figure out why our Conversational AI handoffs to live agents are stalling by 12 seconds when the schedule adherence hits 95%. We are running Architect v2.1 with the latest WFM integration. The /api/v2/analytics/conversations endpoint shows the bot is ready, but the agent assignment queue lags. Is this a known bottleneck in the Chicago region during shift changes?
What’s probably happening here is that queue saturation during shift transitions, not a regional bottleneck. When adherence spikes, the available agent pool shrinks temporarily. The bot completes its task, but the routing engine waits for a matching skill group with available capacity. This 12-second delay is the time taken to retry or expand the queue search. Check the genesyscloud_routing_queue configuration for aggressive timeout settings. If the outbound_caller_id or routing_type is set to LONGEST_AVAILABLE_AGENT, it will wait longer for a perfect match. Switch to MOST_AVAILABLE_AGENT or reduce the answer_by threshold to force faster, albeit less optimal, assignments.
terraform {
required_providers {
genesyscloud = {
source = “mypurecloud/genesyscloud”
}
}
}
resource “genesyscloud_routing_queue” “example” {
name = “BotHandoffQueue”
routing_type = “MOST_AVAILABLE_AGENT”
answer_by = 30
}
This configuration prioritizes speed over skill matching. It reduces latency by accepting the first available agent rather than waiting for the best fit. Monitor the genesyscloud_analytics_report for queue_wait_time metrics after applying this change. If the delay persists, check for overlapping WFM shifts causing temporary resource locks.