Is there a clean way to interpret the ‘Predictive Routing Queue Depth’ metric when the Architect flow is configured for immediate callback diversion?
Background
Our enterprise contact center operates across the EMEA region, with a heavy reliance on Predictive Routing for high-volume outbound campaigns. The infrastructure utilizes Genesys Cloud Architect flows to manage disposition logic and callback scheduling. The performance monitoring strategy depends heavily on the standard Performance dashboard views to track agent utilization and queue efficiency. The current configuration aims to maintain a target service level of 80% within 20 seconds for inbound queries while simultaneously running predictive outbound campaigns.
Issue
A significant discrepancy has emerged in the reported queue saturation levels. The Performance dashboard indicates a high volume of calls waiting in the predictive queue, suggesting potential congestion. However, the conversation detail views show that the majority of these interactions were not answered by agents but were instead diverted to a callback task within the Architect flow due to no-answer conditions. The business impact is a perceived inefficiency in agent allocation, as managers are reacting to false positives regarding queue depth. The metric ‘Calls Waiting’ appears to include interactions that are effectively removed from the real-time agent pool via the callback mechanism, yet they remain visible in the aggregate queue performance view for the duration of the callback window.
Troubleshooting
The following steps have been verified without resolving the reporting inconsistency:
- The Architect flow logic correctly transitions the interaction to a task upon the no-answer trigger.
- The callback task is assigned to a separate workgroup, distinct from the inbound queue.
- The Performance dashboard filters have been checked to ensure no overlapping queue selections are skewing the data.
- The time zone settings for the dashboard are aligned with the Europe/Paris region to prevent temporal misalignment of metrics.
The core question remains: Is there a specific configuration or alternative metric within the Performance views that excludes predictive callback diversions from the primary queue depth calculation? The current data obscures the true state of agent availability for real-time inbound handling.