Could someone explain why our Workforce Management adherence reports show significant gaps for agents interacting via our APAC BYOC trunks, while PSTN agents remain accurate? We are running Genesys Cloud v24.3 in the us-east-1 region, with BYOC trunks terminating at our SG1 edge cluster. The issue manifests specifically when querying the /api/v2/wfm/scheduling/adherence endpoint. When we filter by shift schedule and date range, agents on SIP trunks frequently appear as “Off Phone” or “Unavailable” during active call states that are clearly logged in the interaction history.
We have verified that the SIP registration status is stable and that call detail records (CDRs) populate correctly in the analytics dashboard. The discrepancy seems isolated to the WFM integration layer. Our current hypothesis involves the latency between the SIP dialog state update on the BYOC edge and the state propagation to the WFM engine. We are using the genesys-cloud-wfm-api SDK v1.2.4 for our custom reporting scripts. The API response includes adherenceScore values that do not align with the interactionHistory timestamps for these specific trunk sessions.
Has anyone else encountered state synchronization delays between BYOC trunk interactions and WFM adherence calculations? We are seeing a consistent 15-30 second lag in state updates for SIP-originated calls, which causes false adherence violations. The environment details include Node.js v18.17 for our polling scripts and Java 17 for the backend processing. We have already confirmed that the agent desktop status matches the WFM expected state, so the issue lies in the data ingestion pipeline. Any insights into the expected propagation delay or known workarounds for BYOC trunk state reporting would be appreciated. We are considering implementing a custom polling mechanism to reconcile these states, but would prefer a native solution if one exists.