So I’m seeing a very odd bug with how Agent Scripting interactions are reflected in the Performance Dashboard views. We recently updated our Architect flows to include mandatory scripting steps for compliance in our EU-West region queues. The implementation is solid, and the scripts play correctly for agents. However, the dashboard metrics are not aligning with the actual interaction data.
Specifically, the ‘Script Adherence’ metric in the Agent Performance view shows 100% compliance, yet the ‘Average Handle Time’ (AHT) spikes significantly during peak hours (09:00-11:00 CET). When I drill down into the Conversation Detail view, the script steps are marked as ‘Completed’, but the timestamp delta suggests the system is registering the script completion before the agent actually finishes the mandatory hold time.
Here are the steps to reproduce the issue:
- Navigate to the Performance Dashboard and select the ‘Agent Performance’ view for a specific queue utilizing the new scripting logic.
- Filter by a specific agent who has handled at least ten interactions in the last 24 hours.
- Observe the ‘Script Adherence’ percentage, which consistently reads 100%.
- Click into the ‘Conversation Detail’ for any high-AHT interaction from the same period.
- Note the discrepancy between the ‘Script Start’ and ‘Script End’ timestamps versus the actual call recording duration.
The environment is Genesys Cloud EU-West, running the latest release. We are not using any custom API integrations for this flow, purely native Architect components. The issue persists across different browser clients (Chrome and Edge).
I suspect the dashboard is caching the script state before the final compliance check completes, or there is a known latency in how the scripting engine reports back to the performance metrics service. Has anyone encountered this specific delta between the visual adherence score and the actual handle time metrics? We need to ensure our compliance reporting is accurate for audit purposes.