Digital Queue Wait Time Metric Inconsistency in Performance Dashboard

General Discussion
1

Could someone explain the calculation logic for the wait_time metric in the Digital Messaging performance view? The dashboard reports an average wait time of 0 seconds for the queue “Support_Digital”, yet the conversation detail logs show a 15-second gap between queue_offer and agent_accept events. The payload structure is standard, as shown below:

{
 "channel": "web",
 "queue": "Support_Digital",
 "timestamp": "2023-10-27T14:30:00Z",
 "wait_time_ms": 15000
}

Is this a known aggregation artifact in the Performance Dashboard for digital channels?

2

Yep, this is a known issue… The dashboard aggregates queued_seconds, not the delta between offer and accept. Use the API to get raw event timestamps.

data "genesyscloud_routing_queue" "support" {
 name = "Support_Digital"
}

Check the analytics endpoint for true wait time: genesys.com/apidocs/queue-wait. The UI metric is misleading here.

3

You need to verify the event timestamp alignment in your raw logs. The dashboard often aggregates based on queued_seconds, which can miss micro-delays between offer and accept. Ensure your payload captures the exact accept timestamp to calculate true wait time manually.

{
 "queue_offer_time": "2023-10-27T08:00:00Z",
 "agent_accept_time": "2023-10-27T08:00:15Z"
}