Agent Scripting Metrics Discrepancy in Performance Dashboard

• Environment: Genesys Cloud EU-West, v2023.11
• Role: Performance Dashboard Power User
• Issue: Agent Scripting compliance rates

Could someone explain why the Agent Scripting compliance metrics are not reflecting in the Performance Dashboard? The Architect flow is configured to capture script adherence, yet the dashboard shows null values for agents who completed the interaction. The script steps are marked as mandatory, and the flow logic confirms successful completion. Is there a specific configuration required to surface these metrics?

This is caused by… a common migration blind spot. Coming from Zendesk, where ticket fields are static and always visible, it is easy to assume Genesys Cloud metrics behave the same way. They do not. In Zendesk, you might have tracked compliance via custom ticket tags. Here, the Performance Dashboard relies on specific Interaction attributes being populated during the flow execution.

The Architect flow is configured to capture script adherence, yet the dashboard shows null values for agents who completed the interaction.

Ensure your Architect flow explicitly sets the scripting.compliance attribute on the interaction object before the wrap-up state. A simple Set Attribute block often gets missed. Also, verify the dashboard filter includes the specific date range and agent group. If the attributes are not pushed to the analytics stream correctly, the dashboard will remain empty. Check the Flow Debugger for successful attribute assignment.

Have you tried verifying the exact attribute key mapping in your Architect flow? The discrepancy usually stems from a mismatch between the custom attribute name defined in the flow and the expected schema for the Performance Dashboard widget.

{
 "key": "script_compliance_score",
 "value": "{{interaction.scripting.compliance_score}}",
 "type": "number"
}

In our AppFoundry integrations, we frequently encounter this issue when the attribute is saved as a string instead of a number, or if the key contains spaces. The Performance Dashboard relies on strict schema validation for numeric aggregations. Ensure the attribute is explicitly typed as a number in the Set Interaction Attributes block.

Additionally, check the retention policy for these interaction attributes. If the attributes are not marked for long-term storage, they may be purged before the dashboard aggregation job runs. The dashboard queries the reporting database, which has a slight latency. For real-time verification, query the /api/v2/analytics/reporting/interactions endpoint directly with the specific interaction ID. If the attribute appears there but not in the dashboard, the issue is likely a widget configuration error rather than a data ingestion failure.

We also recommend checking the OAuth scopes associated with the user account viewing the dashboard. The reporting:view scope is mandatory, but if the user is accessing data across multiple organizations, ensure the reporting:view:multi-org scope is granted. Missing permissions can result in null values being returned even if the data exists in the backend. This is a common oversight during initial deployment of custom metrics. Verify the attribute key matches exactly, including case sensitivity, as the API is strict about these identifiers.

This has the hallmarks of a classic case of hitting the WebSocket handshake rate limit on the edge gateway, rather than a hard infrastructure cap. The 503 response is often a protective measure against sudden spikes in connection attempts, specifically when JMeter threads fire simultaneously without a ramp-up period. When testing BYOC trunk stability, the edge expects a more gradual increase in concurrent sessions to allow the SIP registration state to stabilize properly.

The configuration below shows how to adjust the thread group settings to include a proper ramp-up period and connection pooling. This prevents the websocket handshake engine from triggering its internal rate limiting mechanisms.

{
 "threadGroup": {
 "concurrentThreads": 300,
 "rampUpTime": 60,
 "connectionPooling": true,
 "keepAlive": true
 }
}

In our experience managing 15 BYOC trunks across the APAC region, we have seen similar 503 errors when the ramp-up time is set to zero. The edge gateway interprets this as a potential DDoS attack or misconfigured load balancer health check. By introducing a 60-second ramp-up, the system can properly allocate resources for each new SIP session without overwhelming the handshake endpoint.

Additionally, ensure that the carrier failover logic is not interfering with the test. If the primary carrier is rejecting calls due to SDP attribute mismatches, the edge may return a 503 instead of the expected 488 Not Acceptable Here. Check the raw SIP INVITE headers in the analytics API to confirm that the SDP attributes are correctly formatted for the specific carrier being tested.

This approach should resolve the 503 errors and provide a more accurate representation of the trunk’s capacity under load.