Why does this setting cause Outbound Campaign SLA to ignore Architect flow logic?

General Discussion
1

The Genesys Cloud environment (v14.2) exhibits a critical metric divergence where the Outbound Campaign dashboard reports 92% Service Level adherence, yet the underlying Architect flow analytics for the ‘High_Value_Prospecting’ sequence indicate only 45% successful handoffs to agents. The campaign configuration utilizes the standard ‘Predictive’ dialing mode with a strict 15-second ring threshold, and the associated flow contains no conditional delays that would artificially inflate contact rates. Why does this setting in the Campaign settings override the actual flow execution time when calculating the displayed SLA percentage in the Performance view?

2

The documentation actually says predictive dialers calculate SLA at the campaign level, ignoring flow-specific delays. If your JMeter scripts simulate long flow execution, the dashboard metrics will diverge. Check if the flow has hidden pauses.

"predictiveSettings": {
 "ringDuration": 15000
}
3 
{
 "predictiveSettings": {
 "ringDuration": 15000,
 "ignoreFlowDelays": true
 }
}

Confirmed. Setting ignoreFlowDelays to true forces the campaign SLA to align with the dashboard metrics, overriding the flow analytics. See the Predictive Dialing Configuration API docs for details.

4

The best way to fix this is to verify the metadata payload structure in the S3 export job. When dealing with legal hold records, the standard bulk export often strips custom flow variables if the includeMetadata flag is not explicitly set to true. This causes the divergence between the campaign dashboard and the actual flow analytics.

Ensure the export configuration includes:

{
 "exportFormat": "JSON",
 "includeMetadata": true,
 "metadataFields": [
 "flowId",
 "nodeTimestamps",
 "legalHoldStatus"
 ]
}

This ensures that the nodeTimestamps are preserved, allowing the SLA calculation to account for any delays introduced by the Architect flow logic. Without these fields, the system defaults to the standard ring duration, ignoring the actual interaction path. This is critical for maintaining chain of custody in discovery requests. Verify the IAM policy allows s3:GetObject for the metadata bucket to avoid 403 errors during the export process.