Hey everyone, I’ve run into a really strange issue with the Performance Dashboard metrics when utilizing Predictive Routing within our EU-West BYOC environment. The Architect flow is designed to route based on specific agent skills, yet the dashboard reports significantly lower utilization rates than expected during peak hours.
The flow uses standard routing strategies with predictive routing enabled. When an interaction is predicted to match a skill, the dashboard shows the agent as ‘Available’ rather than ‘In Interaction’ for several seconds before the state updates. This discrepancy affects our real-time capacity planning and historical reporting accuracy.
Environment details:
- Genesys Cloud EU-West BYOC
- Architect Flow: Standard Predictive Routing with skill-based selection
- Dashboard View: Real-time Queue Activity and Agent Performance
The issue seems to stem from a delay in the state synchronization between the routing engine and the performance views. Has anyone encountered similar latency issues with predictive routing skill assignments? We need to ensure the dashboard reflects the true agent status to maintain service level agreements.