The Data Action is consistently returning a 408 Request Timeout whenever the Architect flow traverses the fetch_agent_qos node. We’ve deployed a custom endpoint sitting behind a reverse proxy that aggregates real-time WebRTC telemetry from the agent desktop, specifically extracting MOS scores, jitter variance, and packet loss metrics directly via the browser’s getStats() API (see WebRTC Stats API v1.0). The routing logic is straightforward: any agent scoring below a 3.5 MOS threshold gets automatically routed into a WEM shift swap queue. However, the execution pipeline is consistently failing at the HTTP request stage.
On the Genesys Cloud console side, we’re seeing DATA_ACTION_EXECUTION_FAILED: upstream connect error or disconnect/reset before headers. All egress IPs originating from the Tokyo region are already explicitly whitelisted on the corporate perimeter firewall, and we’ve verified that VPN split tunneling isn’t interfering with the outbound routing per Genesys Cloud Network Requirements. I ran a traceroute from a test VM deployed in the same cloud region, and it hits the proxy in exactly 14ms with zero packet loss across all hops. Bandwidth utilization is negligible here; we’re not seeing any congestion or QoS policing dropping packets. The proxy itself is completely idle during these execution windows.
To isolate the routing path, I temporarily pointed the Data Action at a public test endpoint. It completes in 200ms with a clean payload, and the JSON schema aligns perfectly with the input definition specified in the Data Action API v2.0. The moment I switch back to the internal endpoint, it fails again. The timeout threshold is currently configured to 8 seconds in the Data Action settings. I’ve already tested bumping it to 15 seconds to account for potential upstream latency, but the result is identical.
I captured the traffic on the network side using a packet analyzer. Genesys Cloud egress successfully reaches the load balancer without issue. The backend service logs confirm the request arrives, but the connection terminates before the response headers are transmitted back. The TCP three-way handshake completes successfully, but a FIN packet is dropped immediately after the initial GET request. This strongly indicates the reverse proxy is terminating the connection mid-stream. Given the proxy is running Nginx 1.24, this points to a TLS 1.3 cipher suite mismatch or an ALPN negotiation failure during the handshake phase. Refer to Nginx TLS Configuration Guide for cipher alignment.
Browser diagnostics on the agent side show the ICE candidates resolving cleanly. STUN queries are successfully hitting the public servers, and TURN fallback isn’t triggering, which is expected given the direct path. The actual media path maintains a solid MOS of 4.2, confirming that voice quality and QoS markings are intact. This isolates the problem strictly to the control plane within the Data Action execution environment, completely separate from the media transport. See WebRTC ICE/STUN/TURN Architecture for candidate resolution behavior.
The error payload simply returns {"error": "timeout", "status": 408} and halts the flow execution. WEM operations are already flagging the shift swap automation as down for three consecutive days, so resolving this control plane timeout is critical. Refer to WEM Shift Swap API v1.0 for expected payload handling.
curl -v https://internal-qos-proxy.example.com/v1/agent-stats
* TLSv1.3 (OUT), TLS handshake, Client hello (1):
* TLSv1.3 (IN), TLS alert, unknown CA (562):
* SSL connection error: error:0A000086:SSL routines::certificate verify failed
* Closing connection 1