What is the standard approach to ensure the performance dashboard accurately reflects bot resolution rates when the architect flow uses external data actions for intent validation? we are seeing a significant discrepancy in our eu-west byoc environment. the ai bot report indicates a 78% resolution rate for the ‘order status’ intent, yet the performance dashboard queue metrics show a 60% transfer rate to human agents for the same flow.
the architect flow is configured to set a custom attribute ‘bot_resolved=true’ upon successful api response. however, the dashboard seems to count interactions as unresolved if the agent interaction view is opened, even if the bot completed the task. is there a specific configuration in the bot analytics settings or a delay in the data synchronization that causes this mismatch? we need these metrics to align for our q3 reporting. the environment is running the latest release of the platform. any guidance on how to force the dashboard to respect the bot resolution attribute would be appreciated.