Quick question about the Service Level Agreement breach calculation methodology within the Performance Dashboard for our EU-West BYOC instance. The current configuration defines a strict 20-second answer time threshold for the Priority Support queue, yet the dashboard reports a significantly higher breach rate compared to the raw data exported from the Conversation Detail View.
The discrepancy appears to stem from how the system categorizes calls that are answered by an agent but subsequently transferred to a skill group with a different service level definition. The dashboard seems to retain the initial queue’s SLA timer even after the transfer, whereas the business expectation is for the timer to reset or pause upon successful skill transfer.
This misalignment creates reporting challenges for our monthly service reviews, as the dashboard metrics do not accurately reflect the actual customer wait time experienced post-transfer. The environment utilizes standard Genesys Cloud Analytics with no custom SQL modifications applied to the underlying data models.
Could you clarify if there is a specific setting within the Performance Dashboard configuration that allows for SLA timer reset upon transfer? Alternatively, is this behavior a known limitation of the standard reporting engine in the EU-West region that requires a custom report to mitigate?