Observing a persistent discrepancy between the reported Service Level Agreement (SLA) breaches in the standard Queue Activity dashboard and the actual interaction timestamps recorded in the Conversation Detail Views. The environment is hosted in the EU-West region, utilizing standard digital messaging channels (SMS and Web Chat).
Specifically, the Queue Activity view indicates a 92% adherence to the 30-second response target for the primary support queue. However, manual spot-checks of individual conversation records reveal that approximately 15% of these interactions exceeded the 30-second threshold before the first agent response was logged. This divergence suggests a potential calculation error or data latency issue within the performance aggregation engine.
The issue appears isolated to digital messaging channels; voice queue metrics remain consistent with detailed logs. No error codes are present in the standard UI, but the data integrity concern is significant for compliance reporting. Has anyone encountered similar metric alignment issues with digital channel performance views? Is there a known configuration setting in the Performance dashboard that affects how digital response times are aggregated versus voice interactions?