Trying to understand the discrepancy between Architect flow execution times and the metrics reported in the Performance Dashboard for Agent Scripting. Our EU-West BYOC environment is experiencing intermittent failures where long-running scripting steps are marked as ‘Abandoned’ or ‘Timeout’ in the flow logs, yet the Performance Dashboard shows the agent as ‘Available’ or ‘On Call’ with no corresponding scripting duration recorded.
The issue appears when agents trigger a specific compliance script that requires external API validation (approx. 8-10 seconds). If the API response is delayed, the script hangs. We have configured the Architect flow to handle this with a timeout action, but the dashboard metrics do not reflect this wait time accurately. This creates a gap in our adherence reporting, as agents appear to be taking calls without completing the mandatory pre-call script, which is a compliance risk.
Environment Details:
- Genesys Cloud Region: EU-West (BYOC)
- Architect Flow Version: 14.2 (Latest deployed)
- Agent Scripting Module: Enabled with ‘Mandatory’ setting
- Dashboard View: Agent Performance > Scripting Activity
- Browser: Chrome 120.0.6099.109 (Official Build)
We have verified the flow logic multiple times. The ‘Timeout’ action correctly routes the call to a supervisor queue, but the Performance Dashboard continues to show the previous interaction state for the agent. Is there a known latency in how the Performance service ingests scripting event data in the EU-West region? Or are we missing a configuration in the Architect flow that forces a state update upon timeout?
We need accurate data to prove compliance to auditors. If the dashboard does not log the script execution time accurately, we cannot validate that agents are following the required process. Any insights into how to force a state refresh or where to find the raw event logs for scripting timeouts would be appreciated.