Struggling to understand why the script completion event fails to update custom metrics in the Performance Dashboard when triggered via a Data Action on our SG BYOC trunks. The integration returns a 500 Internal Server Error despite valid credentials and correct flow mapping as per the Genesys Docs. The issue persists across all 15 regions, suggesting a backend aggregation failure rather than a local config error.
Make sure you verify the metric definitions exist in the target org before the Data Action executes, as BYOC trunks often trigger before the aggregation service syncs. Check the API response headers for specific validation errors rather than relying on the generic 500 status.
The quickest way to solve this is to verify the metric definitions are correctly mapped within the Performance view configuration before relying on the Data Action payload. While the technical error suggests a backend issue, the root cause often lies in how the custom metrics are defined for BYOC trunk sources. The aggregation service may struggle to sync if the metric schema does not explicitly include the trunk type in its filter criteria. Ensure the metric definition in the admin console matches the exact field name used in the Data Action. Additionally, check if the metric is set to “Rolling” or “Static” correctly, as this affects persistence across regions. The 500 error might be masking a validation failure on the metric definition itself rather than a network issue. Review the Performance Dashboard configuration to ensure the custom metric is visible and properly scoped.
- Metric Definition Schema
- Performance View Filters
- BYOC Trunk Source Mapping
- Data Action Payload Validation