Observing a significant divergence in abandonment rate metrics between the Outbound Dialer Campaign performance view and the standard Queue Performance views within the Genesys Cloud EU-West environment. The campaign, configured with a predictive dialing strategy and a target answer rate of 85%, reports an abandonment rate of 2.1% over the last 48 hours. However, the underlying queue associated with this campaign registers an abandonment rate of 4.8% during the same timeframe.
The campaign is linked to a specific queue with a wrap-up time of 15 seconds. Agents are utilizing the standard desktop application, not the WebRTC softphone, to eliminate softphone-related latency variables observed in previous incidents. The Architect flow routing calls from the dialer to the queue is straightforward, containing no conditional logic or delays prior to the queue connect step.
The discrepancy appears consistent across multiple campaigns utilizing different outbound rules but the same queue structure. This variance impacts the accuracy of workforce management forecasting, as WEM relies on queue-level metrics for adherence calculations. The business requirement is to align these metrics or understand the calculation methodology difference to ensure compliance reporting accuracy.
Has anyone encountered similar metric mismatches between Outbound Dialer specific reports and general Queue Performance views? Specifically, does the Outbound Dialer exclude certain call types (such as abandoned calls after a specific timeout threshold) from its abandonment calculation that the Queue view includes? Detailed documentation on the exact calculation logic for abandonment rates in predictive dialing scenarios versus standard inbound queue handling is required to reconcile these figures. No API integrations are involved in the call flow; this is purely a routing and metric reporting issue within the platform.