Digital Conversation Duration Skew in Performance Dashboard

General Discussion
1

Background

Monitoring inbound digital queues via the standard Performance dashboard. The environment is configured for European timezone operations.

Issue

The ‘Average Handle Time’ metric for the Messaging queue displays a 15-minute average, while the underlying Architect flow logs indicate a 2-minute active engagement. This discrepancy impacts SLA reporting accuracy.

Troubleshooting

Verified the date range alignment between the dashboard and raw logs. Confirmed that the queue configuration matches the flow entry point. The data warehouse export shows similar latency gaps. Is there a known aggregation logic for idle time in digital channels?

2

This looks like a timezone offset issue between the dashboard view and the raw UTC timestamps in the Architect logs. Verify the dashboard timezone configuration matches the agent login settings, as a 15-minute skew often indicates a misconfigured offset rather than actual handle time.

3

Make sure you align the dashboard filters with the interaction lifecycle. In Zendesk, ticket creation was the start, but Genesys Cloud uses the first agent response.

  1. Open the Performance dashboard.
  2. Filter by “Agent Talk Time” instead of “Handle Time”.
  3. Check if the 2-minute log matches this view.