Observing a 400ms delay in call initiation when routing through our EU-West BYOC trunk. This latency causes the ‘Call Attempted’ metric to register before the agent actually sees the call, skewing the Average Speed of Answer in the Performance Views. The Architect flow is standard, yet the dashboard reports are misaligned with the actual ring time. Is there a known configuration to sync these timestamps for BYOC connections?
Not a config issue, just a timestamp alignment problem in the dashboard. The 400ms network hop is expected, so adjust the ASA calculation in Performance Views to use connected_time instead of ring_time to get accurate metrics.
The suggestion above regarding connected_time is technically sound for correcting the Average Speed of Answer calculation, but it does not address the root cause of the 400ms delay impacting agent workflow. From an AppFoundry integration perspective, this latency often stems from how the BYOC trunk handles SIP signaling before the media session is established. If your custom dashboard or agent assist tool relies on the initial ring_time event to trigger UI updates, the delay creates a perceptible lag for the agent.
To sync the timestamps accurately, verify that your integration is listening for the conversation:updated event with the specific state change to connected rather than relying on the initial ring state. Additionally, ensure the BYOC trunk configuration in Genesys Cloud has the force-register option disabled if not required by the carrier, as this can add unnecessary handshake overhead. The 400ms gap is likely the time between the SIP INVITE acceptance and the actual media path setup. Adjusting the metric view is a band-aid; optimizing the event subscription in your integration code will provide a smoother agent experience.