Trying to make sense of why the Predictive Routing Capacity metric in the Performance Dashboard shows a 15% variance against the actual agent occupancy during peak hours in the Europe/Paris timezone. The queue configuration uses standard skill-based routing with no custom scripts, yet the dashboard indicates available capacity when agents are fully occupied. Is there a known latency in how the predictive engine reports real-time availability compared to the standard queue metrics?
If I recall correctly, the Predictive Routing capacity calculation does not rely on real-time agent state updates in the same manner as the standard queue metrics. The engine uses a historical performance model based on Average Handle Time (AHT) and historical answer rates to project availability. A 15% variance during peak hours in Europe/Paris often stems from a mismatch in how wrap-up time is recorded versus how the PR engine forecasts post-call availability. Check if the agents are manually extending wrap-up time or if there is a delay in the “Available” status transition due to SIP registration keep-alives from your BYOC trunks. Ensure that the ‘Available’ status is explicitly set in the flow before the interaction ends, otherwise the PR engine assumes the agent is still occupied. You might need to adjust the confidence level in the PR settings or increase the buffer for AHT calculations. This discrepancy is usually resolved by aligning the flow logic with the PR forecasting model rather than expecting real-time parity with the dashboard.
The simplest way to resolve this is…
- Align dashboard polling with PR engine refresh cycles via CLI
- Verify
wrap_up_timeconsistency in agent profiles - Check timezone offset handling in dashboard filters