Context:
Just noticed that the Average Handle Time (AHT) metric for our Digital Messaging queues in the Performance Dashboard is displaying inconsistent values compared to the raw conversation logs. Specifically, while the “Wrap-up Time” is captured correctly in the Conversation Detail view, the aggregated AHT in the Queue Activity report excludes these seconds entirely for interactions that utilize the new “Close with Message” action in Architect. This discrepancy affects our EU-West BYOC environment. The issue appears isolated to digital channels; voice queue metrics remain accurate. We have verified that the agent wrap-up timers are triggered correctly in the flow logic, yet the dashboard aggregation seems to ignore the duration between the last customer message and the formal conversation closure.
Question:
Is there a known configuration setting or delay in how the Performance Dashboard calculates AHT for digital channels using the “Close with Message” block? We need the dashboard to reflect the true handling time including the final agent acknowledgment. Any insight into why the metric diverges from the individual conversation timestamps would be appreciated.