- Region: EU-West BYOC
- Role: Architect / Performance Analyst
- Feature: Screen Recording Integration
- Issue: Metric calculation variance
Could someone explain the calculation logic for the ‘Screen Recording Availability’ metric in the Queue Performance view?
The organization is currently evaluating the screen recording feature for quality assurance workflows. The Queue Performance dashboard reports a 95% recording capture rate for the ‘Tier1_Support’ queue during the last business day (2023-10-27 08:00:00 UTC to 2023-10-28 08:00:00 UTC). However, the Conversation Detail view for the same timeframe indicates that only 78% of interactions have associated recording files available for download.
The environment utilizes a standard BYOC configuration with no custom API integrations for recording storage. The discrepancy suggests a potential lag in metric aggregation or a filtering logic difference between the high-level dashboard and the granular conversation details.
Is there a documented delay in the ‘Screen Recording Availability’ metric population? Or does the dashboard exclude certain conversation types (e.g., silent transfers, internal notes) from the capture rate calculation? Any clarification on the underlying data source for this specific KPI would be appreciated.