Agent Script Compliance Metric Discrepancy in Performance Dashboard

Script compliance rate shows 98% in real-time view, but historical report for the same shift indicates 84% completion.

Environment: Genesys Cloud EU-FR (Frankfurt), Version 2024-10. The issue affects the “Customer Service - Tier 1” queue. We are utilizing standard Architect flows with script nodes configured to enforce mandatory steps. The script includes three mandatory data entry fields and one required hold step.

The discrepancy appears when agents mark the script as complete before the final mandatory field is validated. In the real-time performance view, the agent status updates to “Available” and the script is marked as completed immediately upon the agent clicking the checkmark. However, the historical performance report, generated via the standard “Agent Performance” widget, seems to lag or apply a different validation logic. Specifically, if the data entry field is left blank but the agent proceeds, the real-time dashboard counts this as a compliant interaction, whereas the end-of-day report flags it as non-compliant due to missing data validation rules defined in the Architect script configuration.

We have verified that the script node settings are consistent. The “Require completion” toggle is enabled on all mandatory nodes. The issue is not isolated to a single agent but affects approximately 15% of interactions during peak hours. This creates a significant reporting gap for compliance audits, as management reviews the real-time dashboard for immediate feedback, while HR reviews the historical report for disciplinary actions.

The timestamp of the script completion event in the conversation detail view matches the real-time dashboard update, not the historical report’s validation timestamp. This suggests a race condition or a difference in how the two reporting engines process the script completion event.

Can someone clarify the expected behavior regarding script compliance calculation between real-time and historical views, and whether there is a configuration setting to align these metrics or force a delay in real-time compliance reporting until all mandatory fields are validated?

Have you tried checking the “Script Event” logs specifically for the agents in that Tier 1 queue? It is highly likely that agents are bypassing the mandatory hold step by using the “Force Complete” override, which registers as a compliance failure in historical reports but might not flag immediately in the real-time widget if the override happens right at the session end. The 14% gap is suspiciously consistent with a specific group of agents who know how to exploit that loophole during high-volume shifts.

From a scheduling perspective, this often correlates with agents rushing to hit their next scheduled shift or wrap-up time. Review the shift swap logs and adherence reports for those specific agents. If you see a pattern of late-night or end-of-shift overrides, consider tightening the script logic in Architect to disable the override button entirely for that specific flow node. This forces them to complete the hold step, ensuring the data matches across both real-time and historical views.