Stuck on reconciling handle time metrics between our Architect flow execution logs and the Performance dashboard views. The business stakeholders are questioning the accuracy of our service level reports, as the dashboard indicates significantly lower handle times than what is recorded in the call detail records.
We are operating in the EU-West BYOC environment. The issue appears specific to inbound calls routed through a multi-level IVR structure before reaching an agent.
- Environment: Genesys Cloud EU-West (BYOC)
- Role: Platform Operations
- Flow Type: Inbound IVR with dynamic queue routing
- Dashboard View: Real-time Performance and Historical Queue Metrics
The Architect flow captures the conversation start timestamp accurately. However, once the call transfers to the agent queue, the handle time metric in the Performance dashboard stops accumulating correctly for approximately 15-20% of interactions. The conversation detail view shows the full duration, but the aggregate queue metrics do not reflect this.
Has this discrepancy been observed in other BYOC deployments? We require clarification on whether this is a known limitation of the dashboard aggregation logic or if a specific configuration in the Architect flow is preventing proper metric handoff to the analytics engine.