Can anyone clarify the methodology used to calculate digital channel latency in the Performance dashboard? Specifically, we are seeing discrepancies between the ‘Average Handle Time’ reported in the Queue Activity view and the actual timestamps captured in the Conversation Detail views for our webchat flows. The environment details are as follows:
- Genesys Cloud Release: R24.11
- Region: EU-West (Frankfurt)
- Channel: Webchat (Embedded Messaging)
- Architect Flow Version: v4.2 (Last updated 2024-10-15)
The issue arises when the flow transitions from the ‘Wait in Queue’ task to the ‘Route to Agent’ task. The dashboard indicates a significant spike in latency during peak hours (10:00-12:00 CET), yet the conversation logs show immediate routing. This deviation impacts our SLA reporting accuracy. Is there a known delay in how the Performance engine aggregates digital interaction data compared to voice interactions? We require precise metric definitions to align our business KPIs with the platform data. Any insights into the underlying calculation logic for digital handle time would be appreciated.