Can’t get this config to load properly as expected regarding the real-time alignment of Architect flow metrics within the Performance Dashboard. We are operating within the Genesys Cloud EU-West Bring Your Own Cloud (BYOC) environment, where strict data sovereignty and GDPR compliance protocols are enforced. The specific issue involves a discrepancy between the agent status displayed in the Performance Dashboard and the actual conversation state recorded in the Architect flow logs. When agents are marked as “On Queue” in Workforce Management (WFM), the Performance Dashboard occasionally reflects a “Busy” status for up to 15 minutes, despite no active conversations being visible in the Conversation Detail View.
This latency appears to correlate with specific Architect flow configurations that utilize predictive routing based on skill alignment. The flow is designed to route inbound calls to agents with specific language and technical skills. However, when the predictive routing engine assigns a call, the dashboard metrics do not update immediately to reflect the new conversation state. This results in inaccurate service level calculations and misinformed real-time management decisions. The environment version is currently running on the latest GA release, and all dashboard filters are set to default with no custom date ranges applied.
We have verified that the WFM schedule synchronization is functioning correctly, and there are no reported outages in the EU-West region. The issue persists across multiple queues and agents, suggesting a systemic problem with how the Performance Dashboard ingests and processes Architect flow data in a BYOC context. We require clarity on whether this is a known limitation of the EU-West BYOC deployment or if there is a specific configuration setting that needs to be adjusted to ensure real-time metric accuracy. Any insights into the underlying data pipeline or potential workarounds would be greatly appreciated.
Thank you.