Why does the ‘Connected Rate’ metric in the Genesys Cloud Performance Dashboard for Outbound campaigns is showing a significant deviation from the raw call disposition data in the EU-West BYOC environment?
The objective is to validate the accuracy of our outbound campaign efficiency reports. We are observing a consistent 15% gap between the ‘Connected’ count displayed in the standard Performance View and the actual successful call outcomes logged in the Architect flow. The flow is configured to update the disposition code to ‘Sale’ or ‘Callback’ upon successful interaction, which should trigger the connected status. However, the dashboard continues to report these as ‘Abandoned’ or ‘No Answer’ in the hourly aggregation.
Error: Metric Mismatch - Connected Rate Calculation Logic
The specific issue manifests in the ‘Campaign Performance’ tab. When filtering by a specific campaign ID running in the EU-West region, the dashboard shows a connected rate of 12%, while the underlying data actions confirm a 27% success rate. This discrepancy affects our billing reconciliation and agent productivity scoring.
We have verified that:
- The Architect flow is correctly setting the disposition codes.
- The campaign is configured to respect the disposition-based connected status.
- There are no timezone alignment issues, as the environment is set to Europe/Paris.
Is there a known latency in the Performance Dashboard aggregation for outbound metrics in the BYOC environment? Or is there a specific configuration setting in the Campaign settings that overrides the disposition-based connected status? We need to ensure the business logic aligns with the dashboard reporting to maintain data integrity for our executive reports. Any insight into the calculation methodology or known issues in the current release would be appreciated.