Error: ScriptPlaybackTimeout - Agent session terminated before script completion threshold met.
We are experiencing a critical issue where agents are being marked as non-adherent during script-based interactions, despite following the flow exactly. This is happening in our America/Chicago region deployment. The scripts are hosted on our internal CDN, but the Genesys Cloud WFM module seems to be timing out the session before the script audio fully streams.
Here are the specifics:
- Platform: Genesys Cloud CX
- Region: US East
- Agent Timezone: America/Chicago
- Script Type: Audio + Dynamic Data Injection
- Duration: ~45 seconds
The error occurs specifically when the dynamic data injection takes longer than 3 seconds. The WFM dashboard shows a red flag for “Script Non-Adherence” at the 42-second mark, even though the call continues successfully.
Has anyone seen this timeout behavior with long-form dynamic scripts? Is there a way to extend the playback window in the Architect flow without affecting the overall call handling time metrics? We need to ensure our adherence reports reflect actual agent behavior, not system latency.