Is it possible to configure the Performance Dashboard to accurately reflect wait times for Digital Messaging channels when the underlying Architect flow utilizes complex conditional routing? We are operating within our EU-West BYOC environment and have noticed a significant discrepancy between the reported “Wait Time” metric in the Queue Performance view and the actual experience observed in the Conversation Detail views.
Specifically, when a customer initiates a chat session, the Architect flow routes the conversation through a series of IVR-like decision nodes to determine intent before assigning it to a specific skill group. The Performance Dashboard appears to calculate the wait time starting from the moment the conversation enters the queue, but it seems to ignore the duration spent traversing the pre-queue routing logic. This results in a reported wait time of approximately 15 seconds, whereas the actual elapsed time from the customer’s initial message to agent assignment is closer to 45 seconds.
We have reviewed the Digital Messaging Analytics Guide but found no explicit clarification on whether the wait time metric includes pre-queue routing delays. The current reporting undermines our ability to accurately assess agent performance and queue efficiency, as the metrics do not align with the operational reality defined in our Architect flows.
Is there a configuration setting or a specific metric we should be utilizing to capture the total elapsed time, including the routing phase? Alternatively, is this a known limitation of the Performance Dashboard when dealing with non-voice channels that utilize extensive pre-qualification logic? We require a precise metric to report on SLA adherence for digital channels, and the current data divergence is causing significant issues in our monthly performance reviews. Any insights into how other enterprises in the EU-West region are handling this metric alignment would be greatly appreciated.