Is it possible to reconcile the conversation volume reported in Digital/Messaging queue metrics with the actual interaction logs in the Europe/Paris environment?
The Performance Dashboard indicates a significant drop in handled conversations for the primary chat queue, yet agent activity logs confirm full utilization during the same window.
This discrepancy obscures true agent efficiency metrics and complicates workforce management reporting for the current fiscal quarter.
The issue persists across all standard queue views and does not appear to be related to specific flow routing logic.
{
"filter": {
"type": "digital",
"status": ["handled", "archived"]
}
}
Have you tried adding archived to the status filter in your bulk export job? The Performance Dashboard often excludes archived interactions from real-time counts, which causes the volume mismatch during reconciliation.
Make sure you verify the exact timestamp alignment between the dashboard snapshot and your bulk export window.
The Europe/Paris region often introduces slight latency in data replication, which can cause temporary discrepancies in real-time metrics versus historical logs.
Adding the archived status is a good start, but checking the UTC offset in your query parameters will likely resolve the remaining count mismatch.