Observing a persistent data variance between the Outbound Campaign performance views and the standard Agent Performance dashboards. The environment is a multi-tenant setup located in the EU-West region, utilizing Genesys Cloud version 24.2.1.
The specific issue involves a high-volume predictive dialing campaign configured with a target answer rate of 80%. The Outbound Campaign summary view reports a total of 12,500 answered calls over a 24-hour period. However, when aggregating the ‘Talk Time’ and ‘Wrap-Up Time’ metrics from the Agent Performance view for the same 24-hour window, the total duration accounts for approximately 14,000 interactions. This suggests a 12% inflation in agent-side metrics compared to the campaign-level reporting.
From a business perspective, this discrepancy impacts the calculation of unit cost per interaction and agent productivity scores. The Finance team requires a unified source of truth for billing and efficiency analysis. Currently, the Outbound view excludes calls that were abandoned after being placed in queue but before agent connection, whereas the Agent view seems to include brief interactions or potentially misclassified wrap-up activities.
Has anyone encountered similar variances between campaign-level and agent-level analytics? Specifically, how are you reconciling the ‘Answered Calls’ metric from the Outbound module with the ‘Handled Interactions’ metric in the Agent Performance view?
Additionally, there appears to be a latency in the Outbound Performance view data refresh, often showing a 15-minute delay compared to the near-real-time Agent dashboards. This lag complicates real-time campaign adjustments. Is this latency configurable, or is it a known limitation of the predictive dialing engine’s data aggregation process?
Looking for best practices to align these metrics for accurate reporting. Any insights into the underlying data model differences between these two views would be appreciated.