Looking for some advice on troubleshooting this discrepancy in agent productivity metrics related to the new Agent Scripting implementation. The Architect flow (ID: FL-SCRIPT-01) triggers a mandatory compliance script upon queue entry. While the script executes correctly in the UI, the Performance dashboard fails to register the ‘Script Completion’ event timestamp accurately. This results in a calculated handle time that is approximately 45 seconds shorter than the actual interaction duration, skewing our service level calculations for the CET morning shift.
The script relies on a standard ‘Play Prompt’ and ‘Wait for Input’ block sequence. The issue appears isolated to interactions routed through the specific BYOC Edge instance (v12.3.1) previously mentioned in other threads. Standard web-based agents show correct timing, suggesting a latency or event reporting gap between the Edge node and the Performance data pipeline.
- Verified the Architect flow logic by reviewing the Conversation Detail View, confirming the script blocks execute sequentially without timeout errors.
- Checked the Edge instance logs for any dropped telemetry packets during the script execution window, but found no critical errors or warnings.
Is there a known delay in how Performance aggregates scripting events from BYOC edges? We require precise handle time data for our Q3 efficiency reports.