I’ve spent hours trying to figure out why the “Available” agent count in the Workforce Management Performance Dashboard does not match the actual status changes recorded in the Architect flow logs. This discrepancy creates significant confusion for our floor managers during peak hours in the EU-West BYOC environment.
Our current configuration relies on a complex IVR flow that handles post-call work (ACW) states. When an agent completes a conversation, the flow is designed to transition the user into a specific “Wrap-up” state for exactly 120 seconds before releasing them back to the queue. However, the Performance Dashboard often shows these agents as “Available” immediately after the call ends, despite the Architect flow still holding them in the wrap-up node.
The issue appears to be a synchronization lag between the Telephony signaling layer and the Analytics reporting engine. We have verified that the flow logic is correct by reviewing the Conversation Detail view, which accurately reflects the 120-second hold time. Yet, the aggregated queue metrics in the dashboard update prematurely.
Error: Metric divergence detected. Dashboard shows 15 agents available; Real-time flow logs confirm 8 agents are in ACW state. Variance exceeds acceptable threshold.
This misalignment forces our operations team to manually reconcile agent availability, which defeats the purpose of the automated dashboard. We are running Genesys Cloud version 23.8.0. The problem persists across all monitored queues, suggesting a systemic reporting issue rather than a configuration error in a single flow.
Has there been any recent update to the metric calculation engine in the EU-West region that might affect how ACW states are aggregated? We require the dashboard to reflect the true operational state of the workforce to maintain accurate service level agreements. Any insights into the data latency between the flow execution and the performance view would be appreciated.