The Performance Dashboard indicates a 92% connect rate for the ‘Q3 Enterprise Outreach’ campaign, yet the Agent Scripting logs show that only 40% of those connections resulted in a successful transfer to the agent queue. This discrepancy is occurring within our EU-West BYOC environment, specifically during the 09:00-11:00 CET peak window. The Architect flow is configured with a standard dialer pattern, utilizing a predictive strategy with a configured power level of 1.5. When examining the conversation detail view for these specific interactions, the status transitions from ‘Dialed’ to ‘Answered’ correctly, but the subsequent ‘Transfer’ action fails silently without generating a distinct error code in the dashboard metrics. The system logs, however, reveal a transient ‘486 Busy Here’ response from the SIP trunk at the exact moment the transfer is attempted, which is not being captured or categorized correctly in the standard outbound dialing reports.
This misalignment creates significant reporting challenges for our operations team, as the high connect rate suggests efficiency, while the low transfer success rate indicates a bottleneck in the routing logic or SIP trunk capacity. We have verified that the SIP trunk configuration in the EU-West region matches the recommended specifications for high-volume outbound dialing, with no throttling policies active during these hours. The question is whether the Performance Dashboard’s calculation for ‘Connect Rate’ includes only the initial answer signal, ignoring the final disposition of the call, or if there is a known latency issue in the EU-West BYOC environment that causes the transfer status to timeout before the dashboard can update the final metric. Clarification on how the dashboard aggregates these specific SIP responses versus the final conversation state would be greatly appreciated, as we need to adjust our predictive power level settings based on accurate transfer success data rather than raw answer rates.