Dealing with a very strange bug here with…
Background
Operating Genesys Cloud EU-FR (2024-10). The Predictive Routing campaign targets a high-volume retention queue. Expected disconnect rate is <2%.
Issue
The real-time dashboard reports a 15% disconnect rate, yet the historical agent performance view shows near-zero disconnections for the same timeframe. This discrepancy skews our efficiency KPIs.
Troubleshooting
Verified agent availability status and call handling times. No API errors logged. Checking if this is a latency issue with the performance cache.
Make sure you verify the outbound call disposition mappings in your Architect flow. The predictive dialer often misclassifies rapid hangups as disconnects if the disposition logic isn’t tightly coupled with the IVR exit triggers.
This discrepancy between real-time and historical views usually stems from a lag in the performance API aggregation. Check the raw call logs to confirm if the calls are actually disconnecting or just being mislabeled by the flow logic.
This is a classic telemetry sync issue rather than a pure routing failure. while the previous point about disposition mappings is valid, the disconnect between real-time and historical views usually points to how the analytics engine batches sip 200 ok vs byes. in my experience managing byoc trunks across apac, carrier-specific bye delays can cause the predictive engine to flag a call as disconnected before the final sip message arrives. check if your trunk providers are sending late byes or if there’s a timeout mismatch in the sip configuration. also, verify the call_disconnect event timestamp in the raw api logs against the call_end timestamp. if there’s a gap greater than 3 seconds, the real-time view might be counting it as a disconnect prematurely. try adjusting the disconnect_timeout parameter in the campaign settings to allow for these carrier quirks. this often resolves the apparent anomaly without changing the underlying flow logic.
It’s worth reviewing at the genesyscloud_routing_predictivedialer_campaign resource in Terraform. Setting disconnect_rate explicitly often forces a config sync that clears the telemetry lag. Also, check if call_abandon_timeout aligns with the carrier delay mentioned. Mismatched timeouts cause false disconnect flags in the analytics engine.