Quick question about the calculation methodology for Queue Abandonment rates within the Performance Dashboard for our EU-West BYOC instance. We are observing a persistent variance between the dashboard-reported metrics and the raw conversation data exported from Architect flow logs.
Background
Our contact center operates primarily in the Europe/Paris timezone, utilizing a complex Architect flow that routes calls based on skill-based routing and predictive IVR inputs. The flow includes a specific timeout logic where callers are transferred to a secondary queue if no agent is available within 45 seconds. The Performance Dashboard is configured to display real-time and historical metrics for these queues, with a focus on Service Level (SLA) and Abandonment Rate.
Issue
The Performance Dashboard reports an Abandonment Rate of 12.5% for the primary sales queue over the last 7-day period. However, when analyzing the conversation detail views and cross-referencing with the Architect flow logs, the calculated abandonment rate is approximately 18.2%. The discrepancy appears to be most pronounced during peak hours (09:00-11:00 CET). Specifically, calls that are transferred to the secondary queue and subsequently abandoned are not being consistently counted in the primary queue’s abandonment metric on the dashboard, despite the Architect flow logging the initial queue entry and subsequent timeout.
Troubleshooting
The following steps have been taken to isolate the issue:
- Verified the timezone settings in the Performance Dashboard and confirmed alignment with the EU-West region configuration.
- Reviewed the Architect flow to ensure that the “Queue Abandoned” event is being triggered correctly upon timeout and subsequent caller disconnect.
- Checked the data retention policies and confirmed that no data loss has occurred in the past 30 days.
- Compared the metrics across different dashboard views (Queue Activity vs. Agent Performance) to identify any inconsistencies in data aggregation.
Is there a known limitation or specific configuration setting in the Performance Dashboard that affects how abandoned calls are counted when they are transferred between queues via Architect flows? Any insights or recommendations for reconciling these metrics would be greatly appreciated.