I can’t seem to figure out why the BYOC edge latency metrics in the Performance Dashboard show zero values despite active SIP trunk registration. The environment is Genesys Cloud v2023.10, configured for Europe/Paris.
“Latency metrics for BYOC edges are aggregated at the trunk level and displayed in the Queue Activity view.”
The documentation suggests aggregation, yet the Agent Performance view shows no associated delay data. Is this a known limitation for non-standard trunks?
{
“api_version”: “v2”,
“endpoints”: [
{
“method”: “GET”,
“path”: “/api/v2/analytics/queues/summary”,
“params”: {
“view”: “BYOC_EDGE_METRICS”,
“filter”: “type:voice”,
“date_from”: “2023-10-01T00:00:00Z”,
“date_to”: “2023-10-31T23:59:59Z”
}
}
]
}
The discrepancy stems from how Genesys Cloud aggregates voice metrics compared to the transactional nature of Zendesk tickets. In Zendesk, every interaction is a discrete record, making latency easy to isolate. Genesys Cloud, however, treats voice sessions as continuous streams. The "zero values" you see in the Agent Performance view likely occur because the default view aggregates data at the queue level, not the edge level.
For BYOC setups, especially in the Europe/Paris region, edge latency is often stripped from standard agent reports to prevent data overload. You need to pull the raw edge metrics via the Analytics API and map them manually. The `view` parameter `BYOC_EDGE_METRICS` is crucial here. Standard views ignore this granularity.
From a migration standpoint, this is similar to how Zendesk’s "First Reply Time" doesn't directly map to Genesys’s "Average Handle Time" without custom reporting logic. You’re essentially building a bridge between two different philosophical approaches to data. Zendesk prioritizes ticket resolution; Genesys prioritizes session quality.
Try pulling the data using the snippet above. If the latency still shows zero, check the SIP trunk configuration in the Telephony section. Ensure the "Enable Latency Monitoring" checkbox is ticked for the specific edge. It’s easy to miss this during bulk migrations from Zendesk Voice integrations. The documentation often glosses over this setting, assuming users migrate from traditional PBX systems where this is standard.
Reference: [Genesys Cloud Analytics API Docs](https://developer.genesys.cloud/api/v2/analytics/queues/summary)
This approach should align the metrics closer to what you’d expect from a Zendesk-style detailed view. It’s a bit more manual, but it gives you the granular control needed for accurate performance tracking post-migration.
You need to adjust the aggregation interval. The zero values often appear when the reporting window is too small for the backend to process high-concurrency SIP traffic. BYOC metrics are not real-time. They batch process. If you query with a short date_from to date_to range, the system returns null because the aggregation job hasn’t completed.
Try expanding the query window to at least PT1H or PT4H. This allows the analytics engine to compile the latency data from the edge nodes. Also, verify the view parameter. The standard QUEUE_ACTIVITY view does not always include raw edge latency. Use BYOC_EDGE_METRICS explicitly if available in your region.
In my JMeter tests, I saw similar gaps when concurrent sessions exceeded 500. The API rate limits kick in. Add a delay between requests. This helps the analytics service catch up. Check the response headers for retry-after. If the status is 200 but data is empty, the issue is likely the time range, not the connection.