Could someone explain the correlation between EU-West BYOC edge latency spikes and the specific timeout errors appearing in our Architect flow logs? The Performance Dashboard indicates a sudden increase in failed interactions during peak hours, yet agent-side reports confirm no audio quality issues. The discrepancy suggests the failure occurs at the edge processing layer rather than within the Genesys Cloud core. The flow logic relies on a standard bot-to-agent handoff, but the Conversation Detail View shows these interactions terminating abruptly without completing the handoff sequence. This is affecting our SLA calculations significantly.
- Verified that the Architect flow version is stable and matches the production deployment without recent changes.
- Checked the BYOC edge health status in the Admin console, which reports no critical alerts despite the observed latency.