Could use a hand troubleshooting this persistent variance in the Queue Activity performance view metrics. The Offered count displayed in the real-time dashboard consistently diverges from the historical Conversation Analytics report by approximately 15% for the Sales_Support queue during peak Paris business hours. This discrepancy appears to stem from how abandoned calls are categorized before the ACD assignment logic triggers. The flow utilizes a standard Set Queue block with a 30-second timeout, yet the dashboard registers these as Offered while the analytics engine excludes them from the final Handled metric. Is there a configuration setting within the Performance Management module that aligns these definitions, or does the dashboard rely on a different data pipeline than the reporting engine? The environment is running the latest patch level, and cache clearing has not resolved the synchronization delay. Understanding this metric gap is critical for our SLA calculations, as the current dashboard view inflates the perceived volume of inbound requests.
This is actually a known issue… Zendesk counts abandoned tickets differently than Genesys Cloud tracks dropped interactions. Check your data filters. See https://help.genesys.cloud/article/12345 for the fix.