Quick question about the alignment between Architect flow logic and the Performance dashboard metrics.
- Environment: Genesys Cloud EU (Frankfurt), Tier: Intermediate.
- Issue: Scripts marked as ‘Complete’ in flow logs do not increment the ‘Script Compliance’ counter in the Supervisor view.
- Impact: Business stakeholders report a 15% variance in compliance reports versus actual call recordings.
- Question: Does the dashboard require a specific delay to reconcile flow state changes, or is this a known latency issue with the EU region?
Check your Data Action configuration within the Architect flow to ensure the script completion event is explicitly mapped to the correct custom metric. The system does not automatically sync flow state changes to the Performance dashboard without a defined data action that triggers upon the ‘Complete’ status. This mismatch often occurs when the flow exits before the reporting payload is fully committed to the analytics engine.
The 15% variance likely stems from asynchronous processing delays or failed API calls during peak reporting windows. Similar to BYOC trunk metric aggregation issues, if the data action times out or encounters a 504 Gateway Timeout, the compliance counter will not increment despite the logical flow completion. Verify the retry logic and timeout thresholds in your data action settings to handle high-volume periods.
Consider implementing a secondary validation step that queries the interaction history API after a short delay. This ensures that the final state is captured before the dashboard refreshes. Adjusting the data action to include explicit error handling for transient network issues will significantly reduce the discrepancy between flow logs and supervisor views.
Focus on the bulk export job configuration instead of dashboard metrics. Use the POST /api/v2/interactions/bulk endpoint to verify if script completion events are actually written to the interaction archive. If the metadata is missing there, the dashboard cannot reflect it.
- Check interaction archive retention policies
- Verify data action commit status
- Review S3 integration export logs