Looking for advice on reconciling a persistent mismatch between the Genesys Cloud Call Center Analytics reports and our local SBC session logs. We are managing 15 BYOC trunks across APAC, specifically Singapore and Tokyo edges. The Analytics dashboard shows a 12% higher call volume for the Singapore trunk compared to the raw CDRs exported from our SBCs. This discrepancy appeared after the last platform update in version 2024.10. We have verified that the SIP registration is stable and there are no 408 timeouts or 503 errors during peak hours. The failover logic is configured correctly with primary and secondary routes, yet the reporting layer seems to count retry attempts or perhaps internal routing loops as successful connections.
We are using the REST API endpoint /api/v2/analytics/reporting/reports to pull these metrics, filtering by trunk_id and time_range. The payload includes standard fields like start_time, end_time, and views for call_center:call. Despite adjusting the granularity to hourly, the numbers remain inflated. Has anyone experienced similar issues with BYOC trunk reporting where the internal telephony metrics diverge from the carrier-provided logs? We need to ensure our compliance audits reflect the actual billed minutes rather than the platform’s internal accounting. Any insights into how the analytics engine processes failed retries or registration heartbeats would be appreciated.