Trying to understand the logic governing how Architect-defined dispositions are aggregated in the Outbound Performance Dashboard for our EU-West BYOC instance.
The Architect flow utilizes a specific Data Action to update the contact record status upon completion, mapping internal codes to standard Genesys disposition strings. However, the Performance Dashboard continues to report these interactions under the “Undetermined” category rather than the configured “Answered” or “Busy” buckets.
Error: Disposition mapping mismatch in reporting layer
The raw conversation logs confirm the Data Action executes successfully with a 200 OK response, and the contact record reflects the correct status code. The discrepancy appears isolated to the dashboard rendering layer. Queue activity metrics show the volume of calls as expected, but the breakdown by outcome is statistically impossible based on the raw data.
Is there a known latency or caching mechanism in the Performance Dashboard that delays the ingestion of custom disposition mappings from Architect flows? We are operating on the latest platform release. The business requires accurate conversion metrics for the current quarter, and this alignment issue compromises our reporting integrity. Any insights into the synchronization process between Architect outcomes and dashboard widgets would be appreciated.