We are encountering a persistent data integrity issue within the Genesys Cloud Performance dashboards, specifically concerning the tracking of agent adherence to extended compliance scripts. The environment is running the latest stable release of the Architect interface, with all agents utilizing the standard WebRTC softphone configuration in the Europe/Paris region.
The core problem manifests when agents navigate through scripts exceeding 45 seconds of cumulative interaction time before the first disposition selection. In these instances, the dashboard registers a ‘Script Timeout’ anomaly, despite the agent successfully completing all required nodes and recording the correct outcome in the interaction record. This discrepancy is critical for our compliance audits, as it artificially deflates our script adherence metrics by approximately 12%.
Technical observations indicate that the timeout threshold appears to be hardcoded or misaligned with the actual session duration allowed in the flow. The error does not appear in the immediate agent interface but surfaces retrospectively in the ‘Agent Performance’ view under the ‘Scripting’ tab. We have verified that no API calls are failing on the client side, and the interaction logs confirm successful node traversal. However, the backend telemetry seems to flag these sessions as incomplete or abandoned due to the elapsed time exceeding an undocumented threshold.
Is there a configurable parameter within the Architect flow settings or the global dashboard configuration that extends this timeout window? Alternatively, has the support team identified a known limitation regarding script duration and dashboard metric calculation? We require a resolution that ensures all compliant interactions are accurately reflected in our reporting, regardless of the time spent navigating complex decision trees. Immediate clarification on this behavior is necessary to maintain our audit readiness.