I can’t seem to figure out why the completion rates in the Architect flow analytics do not align with the ‘Handled’ counts in the Queue Performance dashboard. This mismatch is causing significant confusion for our management team regarding agent efficiency and campaign success.
Background
The environment is configured in the EU-FR region. We utilize a standard inbound queue structure with a primary Architect flow that handles IVR routing. The flow includes a series of gather nodes followed by a transfer to a specific queue. The expectation is that every conversation reaching the final transfer node and successfully connecting to an agent should be counted as ‘Handled’ in the queue metrics and ‘Success’ in the flow analytics. The reporting period under review is the last 48 hours, during peak operational hours (09:00-17:00 CET).
Issue
The Architect flow analytics report indicates 1,250 successful transfers to the queue. However, the Queue Performance dashboard for the corresponding queue shows only 1,180 handled interactions. The gap of 70 interactions is consistent and reproducible. These missing interactions do not appear as ‘Abandoned’ or ‘Missed’ in the queue metrics. They simply vanish from the queue’s handled count despite the flow logging them as successful transfers. The ‘Conversation Detail’ view confirms that agents did speak with these customers, and the call duration is logged correctly in the flow analytics.
Troubleshooting
- Verified that no agents were on break or offline during these specific intervals.
- Checked for any custom views or filters in the performance dashboard that might exclude certain interaction types. No filters were active.
- Reviewed the flow logic to ensure no duplicate transfer attempts are occurring, which might skew flow analytics but not queue metrics.
- Confirmed that the ‘Handled’ definition in the queue settings aligns with standard Genesys Cloud defaults (i.e., conversation answered by an agent).
- Ensured that the time zone settings for both the flow analytics and the queue performance dashboard are set to Europe/Paris.
Given the precision required for our SLA reporting, this discrepancy is unacceptable. Is there a known latency or processing delay in how queue metrics are aggregated compared to real-time flow analytics? Or is there a specific configuration in the queue settings that might be excluding these interactions from the ‘Handled’ count while still allowing the flow to log them as successful?