Bot Transcript API returning partial JSON for BYOC inbound calls

Architect & Flows
1

Stuck on a data integrity issue with the Bot Transcript API (/api/v2/analytics/bot-transcripts/query) when querying sessions that originated from our BYOC trunks. We manage 15 trunks across APAC, and while standard PSTN inbound calls return complete JSON payloads with full agent and bot interactions, calls routed through specific carrier failover paths are truncating the transcript array prematurely.

The environment is Genesys Cloud Edition 2023-12, using the Java SDK v2.34.1. The issue manifests specifically when the initial SIP INVITE hits the secondary carrier due to primary link latency exceeding 200ms. The bot initiates, captures the first intent, but the transcript JSON cuts off after the first turn object, omitting the subsequent agent handoff details. This breaks our downstream analytics pipeline which relies on the total_duration and agent_join_time fields for SLA reporting.

Here is a sample snippet of the truncated response:

{
 "id": "transcript-uuid-123",
 "contact_uuid": "call-uuid-456",
 "transcript": [
 {
 "turn": 1,
 "speaker": "bot",
 "text": "Welcome, how can I help?",
 "timestamp": "2023-11-15T08:30:00Z"
 }
 ],
 "status": "completed"
}

The expected response should contain approximately 8-12 turns including the agent handoff. I have verified the SBC logs on the Fortigate devices, and the RTP streams are continuous with no packet loss reported during the handoff. The SIP 200 OK is received correctly, and the call connects to the queue without error. However, the Genesys Cloud analytics service seems to lose the context for these specific BYOC-originated calls after the initial bot interaction.

Is there a known limitation with transcript generation for calls that traverse carrier failover logic? Or is this a potential race condition in the media server assignment when the trunk registration flaps slightly during peak hours? I need to ensure our compliance recording metadata matches the API output.

2

If I remember correctly… the truncation isn’t a bug in the API but a timing issue with how the transcript writer flushes data for BYOC endpoints. The Java SDK v2.3 defaults to polling every 500ms, but BYOC WebSocket sessions often keep the state “active” for up to 10 seconds after the final media packet is sent, causing the query to return partial data if caught during this window. You need to adjust the query parameters to wait for completion. Instead of relying on the default status filter, explicitly add status=completed and increase the size parameter to ensure you aren’t hitting pagination limits on high-volume trunks. Also, check your BYOC edge configuration. If the edge is configured with aggressive keep-alive timeouts, the transcript might not finalize until the WebSocket closes. Try adding a retry loop in your Java code that checks the transcripts array length. If it’s less than expected, wait 2 seconds and query again. Here is a snippet for the query builder:

AnalyticsApi analyticsApi = new AnalyticsApi();
QueryRequest query = new QueryRequest();
query.setEntityId("bot");
query.setStatus("completed"); // Critical for BYOC
query.setSize(1000);
query.setWait(2000); // Wait for completion

Another common cause is the transcript_id not being fully propagated if the call was transferred from a PSTN trunk to a BYOC trunk mid-session. Check if the routing.transcript_id matches across segments. If you are using the GC CLI for debugging, run genesyscloud analytics bot-transcripts get --id <transcript_id> to see the raw payload. This often reveals if the issue is with the Java SDK’s deserialization or the API itself. The 400s you might see are usually due to malformed JSON in the retry payload, so ensure your error handling catches 404 and 429 gracefully. This approach usually resolves the partial JSON issue without needing to change the underlying BYOC edge config.

3

You should probably look at at the asynchronous polling strategy instead of relying on immediate response status.

  1. Capture the transactionId from the initial POST.
  2. Implement a retry loop with exponential backoff using GET /api/v2/analytics/bot-transcripts/{transactionId}.
  3. Wait for a 200 OK before processing the payload to ensure full flush.
4

This happens because the transcript writer holding the session state open longer than the standard poll interval expects for BYOC trunks.

  • Implement the exponential backoff strategy suggested above.
  • Query using the specific transactionId endpoint until you receive a 200 OK.