Is it possible to configure the Performance Dashboard to accurately reflect wait times for Digital Messaging channels when the underlying Architect flow utilizes complex conditional routing? We are observing a significant variance between the reported ‘Wait Time in Queue’ metrics and the actual timestamps captured within the conversation detail views.
The environment is Genesys Cloud EU-West BYOC v2.14. The specific Architect flow involves a series of data lookups before routing to the final skill group. The dashboard reports an average wait of 45s, whereas the event logs indicate the conversation sat in the queue for approximately 12s before the first agent interaction. This discrepancy impacts our SLA reporting accuracy.
Has anyone encountered similar issues with non-voice channel metrics in this region? We suspect the conditional logic might be interrupting the queue timer calculation. Any insights into how the dashboard aggregates these events would be appreciated. We need to ensure the business intelligence layer reflects operational reality.