Stuck on a problem and need help troubleshooting a significant metric mismatch observed in the Genesys Cloud Performance Dashboard within our EU-West (Paris) Bring Your Own Cloud (BYOC) environment. The primary concern involves the “Average Handle Time” (AHT) and “Abandonment Rate” metrics for our primary inbound queue, “Customer_Support_EU”.
The Performance Dashboard reports an AHT of 245 seconds for the last 24-hour period (CET), whereas the underlying Architect flow logs indicate an average of 210 seconds. Similarly, the dashboard shows an abandonment rate of 4.2%, while the flow execution logs suggest a rate closer to 2.8%. This discrepancy is causing issues with our service level agreement (SLA) reporting and capacity planning.
We have verified that the time zones are correctly configured (CET) across all relevant components. The BYOC edge deployment is running version 22.10.0, and the Genesys Cloud platform version is 22.11.0. The queue configuration is as follows:
queue_name: "Customer_Support_EU"
queue_id: "a1b2c3d4-e5f6-7890-abcd-ef1234567890"
edge_location: "eu-west-1"
edge_version: "22.10.0"
metrics_reporting:
aht_target: 240
abandon_threshold: 5.0
time_zone: "Europe/Paris"
The issue appears to be isolated to the BYOC edge metrics aggregation. The standard Genesys Cloud-managed edges in the same region do not exhibit this discrepancy. We have checked the network connectivity between the edge and the cloud, and all health checks are passing. The latency between the edge and the cloud is within acceptable limits (<50ms).
We are seeking guidance on potential configuration issues or known limitations with BYOC edge metric reporting. Specifically, are there additional steps required to synchronize edge-level metrics with the Performance Dashboard? Any insights or troubleshooting steps would be greatly appreciated.