Ran into a weird issue today with the way Genesys Cloud reports Virtual Agent interactions when they result in a handoff to a human agent. The flow is configured in Architect to transfer the conversation to a specific queue upon intent match failure.
In the real-time Performance Dashboard, the queue shows an increase in ‘Offered’ conversations, but the Virtual Agent analytics report indicates a successful resolution. This creates a discrepancy in our SLA calculations. The handoff occurs via a standard Transfer to Queue action.
“When a virtual agent transfers a conversation to a human agent, the interaction is counted as a resolved contact for the bot and a new offered contact for the queue.”
This documentation suggests the metrics should align, yet the ‘Handled’ count for the bot does not decrement when the agent accepts the call. We are operating in the Europe/Paris region. Is this a known latency issue in the dashboard aggregation, or is there a specific configuration in the Architect flow that prevents the bot interaction from closing properly before the transfer?