Digital Messaging Queue Metrics Discrepancy in EU-West BYOC

My configuration keeps failing… The integration between our Architect flow for digital messaging and the Performance dashboard is yielding inconsistent data for the ‘Average Handle Time’ metric within the specific queue view. This discrepancy is critical for our SLA reporting in the EU-West BYOC environment (Genesys Cloud v24.2).

The flow directs incoming WhatsApp messages to a dedicated queue. While the Telephony settings and the Architect flow logic appear correct, the performance metrics do not align with the conversation detail logs. Specifically, the dashboard reports an AHT that is significantly lower than the actual duration observed in the agent interface. This suggests a potential issue with how the conversation start and end timestamps are being captured or aggregated for digital channels compared to voice.

The environment details are as follows:

• Region: EU-West BYOC
• Version: v24.2
• Channel: WhatsApp (Digital Messaging)
• Flow Type: Standard Digital Flow with Queue Handoff

We have verified that the queue configuration matches the Architect flow definition. However, the metric calculation seems to exclude certain segments of the conversation, such as the initial bot interaction time, which is not the intended behavior. This leads to a misrepresentation of agent efficiency.

What has been attempted so far:

• Reviewed the queue settings and confirmed that ‘Include bot interaction time’ is enabled, yet the metric remains skewed.
• Checked the conversation detail view for individual interactions, confirming that the timestamps are recorded correctly in the backend, but the aggregation in the performance view is incorrect.

Is there a known limitation or configuration nuance regarding digital messaging metrics in the current version? Any insights into how the timestamp aggregation works for digital queues would be appreciated. We need to ensure our reporting aligns with actual agent handling times.

Yep, this is a known issue… check if the queue metrics are actually pulling from the interaction log or the call recording metadata. often the discrepancy is just a timestamp sync issue between the messaging platform and the analytics engine. try forcing a refresh on the dashboard widget.

TL;DR: Confirmed.
Ah, this is a known issue… forcing a widget refresh fixed the AHT sync for us.
Thanks for the tip.

The timestamp sync issue is often masked by ServiceNow’s strict payload validation. Ensure your Data Action webhook sends interaction.end_time as an ISO 8601 string, not a Unix epoch. If the BYOC edge drops keep-alives during the state change, the AHT calculation fails silently. Check the ServiceNow inbound log for 400 errors on the cmdb_ci_service table update.

Ah, yeah, this is a known issue… coming from a zendesk background, this feels like the old “ticket field validation” error we used to fight. the suggestion above about widget refresh is spot on for quick fixes, but the root cause is often how Genesys Cloud handles real-time streaming versus the batch-oriented event logs we relied on in Zendesk.

in zendesk, we just checked the ticket updated_at timestamp. here, you need to ensure your architect flow explicitly sets the interaction.end_time before transitioning to a wrap-up state. if the BYOC edge drops keep-alives during this state change, the AHT calculation fails silently.

try checking your data action webhook payload. ensure it sends interaction.end_time as an ISO 8601 string, not a Unix epoch. the strict validation in Genesys Cloud WFM APIs is extremely unforgiving compared to the more flexible ticketing systems. force a dashboard refresh after verifying the timestamp format to see if the metrics align.