What is the standard approach to configure timeout logic for Agent Scripting tasks within Architect flows in our EU-West BYOC environment?
We have recently migrated a high-volume customer service operation to Genesys Cloud, specifically leveraging the Agent Scripting feature to guide representatives through complex troubleshooting procedures. The current implementation utilizes a standard ‘Start Agent Scripting’ task block within the primary inbound flow, configured to trigger upon queue assignment. The business requirement dictates that if an agent does not acknowledge or progress through the initial script node within 45 seconds, the flow must transition to a fallback voicemail recording task to prevent customer abandonment.
The issue arises when the 45-second threshold is reached. Instead of transitioning to the fallback path, the flow appears to hang indefinitely, leaving the agent in a ‘Talking’ state while the customer remains on hold. The Performance Dashboard indicates that the ‘Agent Scripting’ task status remains ‘Active’ rather than ‘Failed’ or ‘Timed Out’. This behavior disrupts our Service Level Agreement (SLA) metrics, as the conversation duration inflates without productive interaction. We have verified that the timeout value is correctly set in the task configuration and that the fallback path is logically connected to the ‘Timeout’ transition port. However, the flow does not execute this transition.
Additionally, we have observed that the Conversation Detail View does not log any specific error codes associated with this timeout event, making it difficult to troubleshoot via standard reporting tools. The environment operates on the latest stable release for the EU-West BYOC region. We require clarification on whether the Agent Scripting task supports explicit timeout transitions in the current version, or if there is a specific configuration parameter required to enable this behavior. Any insight into the expected lifecycle events for Agent Scripting tasks when a timeout condition is met would be appreciated.