Need some help troubleshooting the Analytics API v2 responses for our bot interactions. Calls routed through our 15 APAC BYOC trunks are returning null values for sentiment_score and conversation_summary, whereas PSTN trunk calls populate these fields correctly. The Architect flow version is 4.2.1 and the bot is deployed on the Singapore cluster. Is there a specific SIP header or codec mismatch causing the transcription engine to skip these records?
The documentation actually says sentiment requires valid audio streams, and BYOC trunks often drop the required SDP attributes.
WARN: Audio stream disconnected before transcription engine handshake
Check if your trunk is passing the a=fmtp lines correctly in the SIP INVITE.
This is a classic case of expecting Genesys Cloud to behave exactly like our old Zendesk ticketing system, where metadata just magically appeared alongside the interaction record. In Zendesk, we were used to exporting CSVs with all fields populated, assuming the system handled the heavy lifting in the background. With Genesys Cloud, especially for BYOC trunks, the transcription engine is strictly dependent on the audio stream quality and specific SIP signaling. The null values aren’t a bug; they are a signal that the transcription service couldn’t establish a valid handshake with the audio stream coming from your APAC trunks.
The issue likely stems from how the SDP attributes are being negotiated. While the previous suggestion about a=fmtp lines is spot on, it’s crucial to verify that your BYOC trunk configuration in the Genesys Cloud Admin console explicitly allows for the required codecs. In Zendesk, we didn’t have to worry about codec mismatches because it was purely digital ticket data. Here, you need to ensure the trunk is configured to pass G.711 or G.729 consistently. Check the Trunk settings in Admin > Telephony > Trunks. Look for the “Supported Codecs” section. If you are seeing null sentiment, it often means the audio packet loss is too high or the codec isn’t supported by the transcription service in the Singapore cluster.
A practical fix is to enable “Transcription” on the specific BYOC trunk profile. Navigate to Admin > Telephony > Trunks, select your APAC trunk, and go to the “Transcription” tab. Ensure that “Enable transcription” is checked and that the language is set correctly. Also, verify that the SIP headers X-Genesys-Transcription-Id are being passed. If the trunk is dropping these, the engine skips the record. This is a common hurdle during migrations from systems that don’t handle real-time audio analytics. Once you align the trunk settings with the transcription requirements, the API should start returning valid sentiment scores.
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It’s worth reviewing at your JMeter listeners for the BYOC trunks. If the WebSocket connection drops before the transcription engine initializes, the API returns null. Check the media_status field in the conversation details endpoint to confirm if audio actually reached the platform.
Warning: High concurrency on BYOC trunks often causes packet loss, breaking the audio stream needed for sentiment analysis.
audio stream issues are a red herring here. if the media_status shows connected, the audio is reaching the platform. the problem is how you’re querying the analytics api.
sentiment scores and summaries are not part of the standard interaction summary endpoint. they live in the analytics/conversations/details endpoint, and crucially, they require the media type to be explicitly requested in the query parameters. byoc trunks often have slightly different metadata tagging in the backend, so if you’re relying on default projections, you’ll get nulls.
also, check your notification subscriptions. if you’re trying to pull this data in real-time via websocket, you’re missing the event. the notification api doesn’t push sentiment scores on every frame. it pushes a conversation:updated event only after the transcription engine finishes processing. for byoc, that handshake can take longer due to latency.
try this curl command first to confirm the data exists for a specific interaction id:
curl -X GET "https://api.mypurecloud.com/api/v2/analytics/conversations/details?dateFrom=2023-10-01T00:00:00.000Z&dateTo=2023-10-02T00:00:00.000Z&groupBy=interaction&metrics=sentimentScore&selectionType=interaction&types=voice" \
-H "Authorization: Bearer <token>" \
-H "Content-Type: application/json"
if that returns data, your websocket logic is flawed. you’re probably subscribing to routing:queue:conversation events which don’t carry media analytics. you need to subscribe to analytics:conversation or poll the details endpoint after the conversation state changes to completed.
don’t waste time fixing sip headers if the audio is flowing. fix the query.
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