Anyone know why the estimated wait times displayed in the Performance dashboard for predictive routing queues diverge significantly from the actual agent connect times recorded in the Conversation Detail view? We are operating on the Genesys Cloud EU-West instance with a Standard BYOC setup. The environment utilizes a standard predictive routing configuration without custom scripts or complex flow logic interfering with the queue entry.
The issue manifests during peak volume windows, specifically between 10:00 and 12:00 CET. The Performance dashboard reports an average wait time of approximately 45 seconds for the ‘Support_Tier1’ queue. However, when analyzing the Conversation Detail views for the same timeframe, the actual time between queue entry and agent connection averages closer to 90 seconds. This discrepancy impacts our SLA reporting and internal stakeholder communications, as the dashboard metrics suggest a healthier performance than what is experienced by the customers.
The relevant queue configuration is standard. We have not enabled any advanced wait time estimation overrides. The flow simply routes to the queue upon verification. The configuration snippet below illustrates the basic queue setup used in the Architect flow:
queue_id: "Support_Tier1"
routing_type: "PREDICTIVE"
capacity: 100
wait_time_estimate_source: "QUEUE"
buffer_time_seconds: 0
max_wait_time_seconds: 300
The flow logic is minimal, ensuring no delays are introduced prior to queue entry. We have verified that the agent availability states are correctly reflected in the dashboard. The inconsistency persists across multiple days, ruling out a transient data sync issue. Is this a known limitation of the predictive routing wait time calculation method in the Performance dashboard, or is there a specific metric alignment required to reconcile the estimated wait time with the actual connect duration? We need to understand the calculation basis to adjust our reporting expectations or identify a configuration error.