Looking for advice on reconciling a persistent metric mismatch within the Digital/Messaging module. The EU-West instance (Standard BYOC) reports a significantly higher Average Handle Time (AHT) in the Performance dashboard compared to the actual duration logged in Architect flow analytics for our primary messaging queue.
The environment utilizes standard digital routing with no complex IVR logic. The discrepancy appears specifically during high-volume windows in the Europe/Paris timezone.
Error/Discrepancy Detail:
Performance Dashboard AHT: 4m 30s
Architect Flow Analytics Total Duration: 3m 15s
This 15-second variance per interaction accumulates to a substantial distortion in our agent productivity metrics. The issue does not appear in the Voice queue metrics, which align correctly. Has anyone encountered a similar synchronization delay between the performance data warehouse and the real-time flow logs for digital channels? We require clarification on which metric should be considered the source of truth for SLA reporting.