Looking for advice on the discrepancy between Architect flow completion and Performance dashboard attribution. The Virtual Agent handoff action triggers successfully to the Sales Queue, yet the ‘Handled by Bot’ metric remains static while ‘Abandoned’ spikes during peak EU-West traffic windows. The flow logs confirm the transfer event, but the dashboard fails to register the agent takeover within the 30-second timeout window. How do we reconcile this gap in the reporting logic?
The main issue here is likely a mismatch in the session payload structure during the handoff trigger. Verify that the transferReason and queueId match the exact format required by the EU-West analytics engine.
{
"transferReason": "agent_required",
"targetQueueId": "sales_queue_uuid",
"preserveContext": true
}TL;DR: SIP registration latency in EU-West BYOC trunks delays the session state update, causing the dashboard to miss the handoff window.
This is caused by a 2-3 second delay in the SIP INVITE processing during peak load. The analytics engine finalizes the “Bot” interaction before the carrier confirms the agent bridge. Adjust the handoff_timeout in the Architect flow to 45 seconds to allow the SIP signaling to complete before the metric locks.