Context:
Operating a BYOC (Bring Your Own Cloud) deployment within the EU-West region. The infrastructure relies on Genesys Edge for secure connectivity to on-premise PBX systems. Recent performance reviews indicate a divergence between the Edge health metrics and the actual agent availability states reported in the Performance dashboard. Specifically, the Edge service reports ‘Healthy’ status with low latency (<50ms), yet the Agent Performance view shows intermittent ‘Unavailable’ states for agents registered through this specific Edge instance. This occurs primarily during peak hours (09:00-11:00 CET). No API errors are logged in the Architect flows handling these registrations. The issue suggests a potential synchronization delay or metric reporting gap between the Edge layer and the cloud-native performance analytics.
Question:
What is the recommended methodology for correlating Edge connection logs with agent status changes in the Performance dashboard? Are there specific latency thresholds or packet loss metrics within the Edge admin console that should trigger a ‘Degraded’ status in the business performance views? The current setup does not seem to flag these connectivity blips, leading to inaccurate service level calculations.