Could someone clarify why the edge performance dashboard shows stale latency values for our byoc sip trunks? we deployed the new edge cluster in frankfurt last week to handle europe/paris traffic. the configuration looks correct in the admin portal but the metrics in the performance view are completely wrong. specifically the outbound call setup time is showing 0ms or null values for the last 48 hours. this is critical for our q3 reporting. i checked the architect flow logs and the calls are routing correctly through the edge nodes. no errors in the call detail records either. the issue seems isolated to the dashboard aggregation logic. we are using the default performance views provided by genesys cloud. have there been any recent changes to the edge metrics collection api? i suspect there is a mismatch between the edge telemetry data and the cloud performance engine. the timezone settings are correct in the organization settings. we are operating in cet. the edge nodes are reporting healthy status in the edge management console. but the business metrics are useless. we need accurate call setup times and speech recognition latency for our voicemenu flows. the current data suggests zero latency which is physically impossible. please advise on how to trigger a manual refresh of the edge performance cache. also if there is a known issue with the byoc metric ingestion pipeline. this is impacting our ability to validate the new edge deployment. we cannot proceed with the full migration until the metrics are reliable. any insights would be appreciated. the environment is standard enterprise edition. we have not customized any performance dashboards. just using the out of the box views. the problem persists across all queues served by the frankfurt edge. it is not a single agent or single queue issue. it is systemic. we need a resolution before end of day paris time. thanks.
Have you tried checking the time synchronization between your BYOC edge nodes and the Genesys Cloud platform? While this is usually a networking or SIP signaling issue, we’ve seen similar ghost metrics when the edge clock drifts, causing the platform to discard telemetry packets that fall outside the acceptable window. Since I spend most of my week dealing with schedule adherence and shift swaps in the Chicago timezone, I know how frustrating it is when data looks correct locally but fails to propagate to the central dashboard.
The Frankfurt cluster might be sending timestamps that the platform rejects as “future” or “past” relative to the ingestion window. This often happens if the NTP source on the BYOC infrastructure isn’t aligned with the platform’s internal clock.
Here is what you should check:
- Verify NTP configuration on the Frankfurt edge nodes. Ensure they are syncing to a reliable source like
pool.ntp.orgor an internal stratum 1 server. - Check the system clock drift. Run
timedatectlon the edge nodes to see if there is any significant offset from UTC. - Review the Genesys Cloud performance dashboard settings. Ensure the “Last 48 hours” filter isn’t excluding data due to timezone conversion errors. The platform uses UTC, so local time mismatches can cause data gaps.
- Check the BYOC health check logs. Look for any warnings about “timestamp validation failed” or “telemetry rejected.”
If the clocks are synced, the next step is to check the SIP OPTIONS responses. Sometimes, the latency metric is derived from the OPTIONS ping, and if the edge node isn’t responding correctly to the platform’s health checks, the latency will show as null or zero.
We recently had a similar issue with a London cluster where the firewall was dropping the SIP OPTIONS packets, causing the platform to think the edge was unresponsive. The calls went through, but the metrics didn’t update. Check your firewall rules for UDP 5060 and 5061 to ensure OPTIONS are allowed.
This might not be a WFM issue, but data integrity is data integrity. If the metrics are wrong, your reporting will be off, much like when shift swaps don’t reflect in the adherence report. Hope this helps you get those numbers back on track.