Trying to understand why WhatsApp channel abandonment rates in the Performance dashboard do not align with Architect flow execution logs.
- Environment: Genesys Cloud EU-West, Standard BYOC setup.
- Issue: Dashboard shows 15% abandonment, but flow logs indicate 40% successful handoffs to agents.
- Context: Digital messaging queue metrics seem to lag by 10 minutes during peak Europe/Paris hours.
- Question: Are there specific latency thresholds affecting how digital sessions are categorized as abandoned versus handled in the reporting engine?