Stuck on a discrepancy between Architect flow execution and Agent Scripting compliance metrics in our EU-West BYOC environment. The flow version is v5.4, updated last Tuesday to include a mandatory compliance script node. The script node is configured to trigger immediately upon queue answer.
Script Timeout Error: Node execution exceeded 30s threshold
The issue is that when agents take longer than 30 seconds to navigate the script prompts, the Architect flow logs a timeout error and proceeds to the next node. However, the Agent Scripting dashboard still marks the interaction as “Non-Compliant” rather than “Timeout”. We need the dashboard to reflect the technical failure accurately for our QA reporting.
Is there a specific configuration in the Scripting module that aligns timeout handling with Architect flow errors? The standard performance views show the conversation as successful, but the scripting audit trail shows a failure. This mismatch is causing confusion in our monthly compliance reports. The environment is Genesys Cloud EU-West BYOC, and we are using the standard WebRTC softphone. No custom API integrations are involved in this specific flow path.