Can anyone clarify the methodology behind the “Average Handle Time” metric for Digital Messaging channels within the Performance Dashboard?
Background
Our organization operates in the EU-West (Paris) region. We utilize Genesys Cloud Architect flows to route WhatsApp and Web Chat inquiries to specialized agent queues. The current deployment involves standard flow version 2.4 constructs. Business stakeholders require precise SLA tracking, relying heavily on the Queue Performance view metrics.
Issue
A significant variance exists between the handle time reported in the Queue Performance Dashboard and the actual duration observed in the Conversation Detail view. Specifically, the dashboard reports an AHT of 4m 30s for a specific queue, whereas manual verification of 50 random conversations indicates an average duration of 6m 15s. This 25% discrepancy impacts our service level reporting.
Troubleshooting
- Verified time zone settings in the tenant configuration align with the agent desktop settings (Europe/Paris).
- Checked for any active flow logic that might terminate conversations prematurely without closing the ticket, though no such logic exists in the current build.
- Confirmed that the “Include Wrap-up Time” toggle is enabled in the dashboard view settings.
Is the digital messaging AHT calculation excluding specific intervals, such as typing indicators or system pauses, which are included in the conversation log? Any insight into the metric definition would be appreciated.