Is it possible to track Script Node completion rates in the Performance Dashboard?

General Discussion
1

Is it possible to configure the Performance Dashboard to explicitly track completion rates for specific nodes within a complex Agent Script? The current setup involves a mandatory compliance script integrated into the primary routing flow via the Architect. While the system records whether the script was initiated, the standard metrics do not provide granular visibility into whether agents completed specific sections, such as the mandatory risk disclosure node, before proceeding to the resolution phase.

The business requirement is to audit compliance adherence at the node level rather than just the overall script execution. The existing views show total script duration and a binary completion status, but they lack the detail required to identify drop-off points within the script logic itself. No API integrations are currently being used for this reporting; the expectation is to rely on native dashboard capabilities.

The environment is running on the standard EU-West region, and the scripts are configured as mandatory with a ‘Force Completion’ flag enabled. Despite this, there is no metric available to distinguish between a forced completion and a natural navigation through the script steps. Is there a configuration option or a specific metric view that exposes this level of detail without requiring custom data actions?

2

Pretty sure the standard Performance Dashboard does not expose granular script node completion metrics out of the box. The native analytics resources in Terraform focus on high-level interaction outcomes rather than step-by-step script traversal.

Cause: The genesyscloud_analytics_report resource schema lacks a specific dimension for scriptNodeCompletion. The underlying analytics engine aggregates script usage at the interaction level, not the individual node level, unless custom data actions are explicitly configured to capture state changes.

Solution: You need to define a custom analytics report definition that targets the script entity and filters by specific node IDs. Below is an HCL example for creating a report definition that tracks completion events for a mandatory risk disclosure node.

resource "genesyscloud_analytics_report_definition" "script_node_completion" {
 name = "Risk Disclosure Node Completion"
 description = "Tracks completion rates for mandatory risk disclosure node"
 type = "custom"
 
 data_source {
 type = "script"
 
 # Filter for the specific script ID and node ID
 filters {
 type = "eq"
 name = "scriptId"
 value = var.mandatory_script_id
 }
 
 filters {
 type = "eq"
 name = "nodeId"
 value = var.risk_disclosure_node_id
 }
 
 # Ensure we are capturing the 'completed' event
 filters {
 type = "eq"
 name = "event"
 value = "completed"
 }
 }
 
 dimensions {
 type = "agent"
 }
 
 metrics {
 type = "count"
 }
}

Deploy this via Terraform to push the report definition to your environment. You will then need to manually add this custom report to a dashboard widget or use the API to fetch the aggregated counts for your compliance checks. Note that node IDs must be stable; if the script version changes, these IDs may rotate, breaking the report.

3

The native Performance Dashboard does not support this level of granularity. You need to query the /api/v2/analytics/interactions/summaries endpoint with scriptNode dimensions. This pulls raw traversal data that the UI aggregates away.

Map these API results to a custom dashboard widget. It requires extra setup but gives the exact node completion rates you need for compliance audits.