Stuck on Digital Channel Metrics Discrepancy in Performance Dashboard

General Discussion
1

Stuck on a significant variance between the Genesys Cloud Performance Dashboard and the actual conversation logs for our digital messaging queues. We are observing a 15% discrepancy in the ‘Handled Interactions’ metric for the last quarter, specifically within the European/Paris timezone reporting window. The dashboard indicates a higher volume of handled interactions than what is reflected in the detailed conversation history exports.

The environment is running the latest stable release of Genesys Cloud. The queues in question are configured for Pure Digital routing, utilizing both web chat and WhatsApp channels. The flow architecture involves a standard IVR-style menu for digital, followed by a skill-based routing to Level 1 and Level 2 support tiers. No complex data actions are involved in the handoff, just standard attribute passing for customer context.

Key observations:

  1. The ‘Average Handle Time’ (AHT) on the dashboard appears inflated compared to the manual calculation from conversation logs. This suggests that some closed conversations might still be counted as active or that wrap-up time is being calculated differently for digital channels.
  2. The ‘Abandon Rate’ metric seems accurate, correlating well with the drop-off points in the flow analytics.
  3. The issue persists across all agents in the pool, not limited to specific individuals or shifts.

We have verified that the dashboard filters are set to ‘All Time’ and no custom date ranges are applied. The reporting currency is set to EUR, which should not affect volume metrics. We are concerned that this discrepancy impacts our SLA compliance reporting and resource planning for the upcoming season.

Is there a known latency or calculation method difference for digital channel metrics in the Performance Dashboard compared to the raw conversation data? Are there specific attributes or flow conditions that might cause a conversation to be counted as ‘handled’ in the summary view but not appear as such in the detailed logs? Any insight into how the dashboard aggregates digital interactions would be appreciated.

Thank you for your assistance.