Quick question about the calculation logic for the ‘Offer Accepted’ metric within the Performance Dashboard. We are observing a significant variance between the conversion rates reported in the Queue Performance view and the actual success events logged in the Architect flow execution history. The dashboard indicates a 12% acceptance rate for our outbound sales campaign, whereas the flow logs confirm a 28% success rate for the same 24-hour period in the EU-West (Paris) region.
The flow in question utilizes a standard ‘Play Prompt’ action followed by a ‘Gather Input’ action to capture the agent’s response. Upon receiving the DTMF signal for acceptance, the flow triggers a specific data action to update the contact attribute and subsequently logs a custom event. These custom events are accurately reflected in the raw flow logs. However, the Performance Dashboard does not appear to aggregate these specific custom events into the primary ‘Offer Accepted’ metric, or there is a latency issue affecting the real-time reporting view.
Our environment is configured with the latest flow version (v2.4) and the Performance Dashboard is set to display data based on ‘Wrap-up Time’. We have verified that the queue settings correctly associate the flow with the specific campaign queue. The issue persists across different time filters, suggesting this is not merely a caching or latency problem. We require the dashboard metrics to align with the operational reality shown in the flow logs for accurate SLA reporting to stakeholders.
Can you clarify if the ‘Offer Accepted’ metric in the Performance Dashboard relies on a specific system event that must be triggered explicitly within the flow, rather than just the completion of the gather input action? We need to understand the exact criteria the dashboard uses to count an offer as accepted to ensure our flow architecture aligns with the reporting requirements.