Can anyone clarify the calculation methodology for the ‘Average Handle Time’ metric specifically for inbound web widget interactions within the EU-West BYOC environment. The performance dashboard reports an AHT of approximately 12 minutes, whereas the raw conversation detail logs indicate a significantly lower duration. This variance impacts our SLA reporting accuracy and requires immediate reconciliation.
The discrepancy appears isolated to digital channels, as voice queue metrics remain consistent with backend logs. We are utilizing the standard Performance Dashboard views under the Queue Activity tab. The issue persists across multiple agents, suggesting a systemic reporting lag rather than individual agent behavior. No API access is available for deeper log extraction, limiting troubleshooting to native UI tools.
We need to understand if this reflects a known latency in data aggregation for digital messaging or if specific configuration adjustments are required. The impact on business reporting is substantial, given our reliance on these metrics for workforce scheduling. Guidance on aligning dashboard figures with actual conversation timestamps would be appreciated.