Digital Channel Latency Spike Correlated with BYOC Trunk Failover Events

General Discussion
1

Is it possible to… correlate digital messaging latency spikes with underlying SIP trunk failover events in the analytics dashboard?

Background

Managing 15 BYOC trunks across the Asia-Pacific region, specifically focusing on the Singapore (SG) and Tokyo (JP) endpoints. The environment relies heavily on Genesys Cloud’s omnichannel routing, where voice and digital channels share the same agent capacity pools. We utilize the analytics:report:query:real-time endpoint to monitor queue performance. The SDK version in use is genesys-cloud@2.5.1.

Issue

Over the past 48 hours, the WhatsApp channel queue has experienced intermittent latency spikes exceeding 45 seconds for message delivery acknowledgment. This coincides precisely with SIP 408 Request Timeout errors on the primary SG trunk. When the primary trunk fails over to the secondary route, the digital channel agents seem to experience a ‘ghost’ load increase, causing the digital queue depth to balloon despite no actual voice traffic being routed to them. The Architect flow logs show the digital skills being matched, but the agent_status remains available for voice while digital messages queue up.

Troubleshooting

  1. Verified SIP registration status on both primary and secondary trunks using nmap and custom SIP OPTIONS probes. Failover logic is confirmed functional with a 2-second timeout.
  2. Checked the routing:queue:real-time API response. The digital_queue metrics show a sudden jump in waiting_count exactly when the voice trunk transitions to failed.
  3. Isolated the issue to the agent capacity calculation. It appears Genesys Cloud is not correctly releasing digital capacity when the voice trunk fails, assuming the agent is still handling voice calls due to the trunk’s active state lingering in the cache.
  4. Reviewed the analytics:report:query for agent_wrap_up_time and conversation_duration. No anomalies found in voice metrics, suggesting the digital channel is falsely inheriting voice trunk state errors.

Has anyone encountered this cross-channel capacity bleed? We need to decouple the digital availability logic from the voice trunk health check.