Stuck on reconciling outbound dialer success rates with agent performance metrics. The Outbound Dashboard indicates 45 connected calls for the ‘Retention_2024’ campaign, yet the Agent Performance view for the associated queue shows only 30 completed interactions with matching timestamps. This discrepancy skews our agent utilization KPIs significantly.
How does Genesys Cloud handle the synchronization lag between outbound campaign reporting and real-time queue activity logs, and is there a definitive metric source for agent productivity?