Just noticed that the conversation counts reported in the Agent Performance view do not align with the raw data available in the Conversation Detail view for our digital messaging queues. This inconsistency is causing significant confusion during weekly performance reviews with the operations team. The environment is Genesys Cloud EU-West BYOC, and the issue persists across multiple agents assigned to the primary WhatsApp and Web Chat queues.
The specific workflow in question is version 6.1, deployed last month. It routes inbound messages to a queue based on language detection before handing off to a human agent. When reviewing the Agent Performance dashboard, the ‘Handled Conversations’ metric for a specific agent shows 45 interactions for yesterday. However, when filtering the Conversation Detail view by the same agent and the same date range, only 38 conversations are listed. The missing seven conversations appear in the queue summary reports but are absent from the individual agent’s detail log.
The business impact is substantial, as leadership relies on the Agent Performance view for productivity metrics and incentive calculations. If the data is incomplete, the reported efficiency rates are artificially inflated. The discrepancy seems isolated to digital channels; voice metrics appear consistent across both views. There are no error messages or alerts in the system logs, and the flow execution logs indicate successful completion for all routed conversations.
Could this be related to how the system defines a ‘handled’ conversation in the context of asynchronous messaging? Perhaps the metric excludes certain interaction types, such as those terminated by the customer or those that did not result in a state change? Clarification on the exact criteria for the ‘Handled Conversations’ count in the Agent Performance view versus the Conversation Detail view is required. The team needs to understand whether this is a reporting latency issue or a fundamental difference in metric definition.