Trying to understand the discrepancy in handle time metrics between our Core deployment and the newly migrated BYOC instance. The business stakeholders are flagging a perceived decrease in agent productivity since the cutover, but the Agent Performance views show stable adherence rates. This suggests the issue lies in system latency rather than human behavior.
We are observing elevated handle times specifically in the Queue Performance dashboard for the BYOC region. The standard Queue Activity metrics show normal wait times, but the post-answer phase is dragging. When drilling down into the Conversation Detail views, the timestamps indicate a 200-400ms delay between the call connect event and the first media stream start. This latency is not present in the Core region for identical flow structures.
The Architect flows in question are relatively simple routing logic with a single script node for variable resolution. We have ruled out complex data lookups or external API calls as the cause, as the flow execution time logs in the BYOC environment do not show any node-specific timeouts. The issue appears consistent across digital channels (voice and chat) within the BYOC tenant.
Is there a known configuration or network routing factor in the BYOC architecture that introduces this specific latency in the media handshake phase? The standard dashboards do not provide a granular breakdown of network versus processing latency. We need to explain this variance to the operations team without attributing it to agent performance issues. Any guidance on correlating these dashboard metrics with underlying network performance logs would be appreciated.