Trying to make sense of why the Performance Dashboard reports a 15% drop rate for our Paris outbound campaign while the Conversation Detail view shows nearly 100% successful connections during the 09:00 CET peak. The Architect flow is standard with no custom routing logic. Is this a known latency issue with how dialer metrics are aggregated versus live session data? Referencing the Dialer Metrics documentation for context on expected calculation methods.
Oh, this is a known issue… the discrepancy stems from how genesyscloud_outbound_campaign aggregates metrics versus real-time conversation states. Check if your Terraform provider version is outdated, as older versions mishandle the dialer_metrics endpoint latency. Update to v1.10+ and re-run terraform apply. The aggregation window in the dashboard often lags by 15-20 minutes during peak hours, causing the false drop rate spike. Ensure your data source uses the correct time_zone offset for Paris (CET) to align the metrics properly.
This has the hallmarks of a classic Zendesk vs GC reporting mismatch, where live view counts attempted connections while the dashboard only logs answered calls. Check if your dialer strategy is configured to count abandoned calls as drops, which drastically changes the percentage.
I typically get around this by verifying the ServiceNow webhook payload timestamps against the Genesys Cloud dialer metrics API. The discrepancy often stems from how abandoned calls are logged in the Data Action versus the real-time conversation view. Check if your flow is capturing the call state before the 30-second abandonment threshold triggers the drop rate calculation.