Observing a persistent data integrity issue within the Genesys Cloud Analytics reporting suite, specifically concerning messaging interactions routed through our 15 BYOC trunks in the AP-1 region. The discrepancy arises when comparing the raw interactions data fetched via the /api/v2/analytics/interactions/summary endpoint against the aggregated metrics presented in the standard Digital Messaging dashboard.
The core problem manifests as a significant variance in the delivered and read status counts. Approximately 12% of messages are logged as delivered in the dashboard but appear as queued or lack a final status update in the API payload when filtered by the specific channel_id linked to our BYOC carrier integrations. This lag or missing state update is particularly pronounced during peak traffic windows between 09:00 and 11:00 SGT, coinciding with our highest concurrent session counts.
Investigation into the Architect flow reveals that the messaging engagement is initialized correctly, and the webhook callbacks from our downstream carrier confirm successful delivery. However, the Genesys Cloud internal state machine seems to fail in reconciling this external confirmation with the analytics database within the expected timeframe. The last_updated timestamp on these records often stalls at the sent stage, never progressing to delivered despite carrier logs showing a 200 OK receipt.
Has anyone encountered similar synchronization delays between BYOC carrier webhook callbacks and the Analytics API’s interaction state updates? Are there specific configuration parameters in the BYOC trunk profile or the messaging channel setup that influence how quickly these status updates are propagated to the reporting layer? Considering the volume of trunks managed, manual reconciliation is not viable, so a resolution ensuring API consistency with dashboard views is critical for accurate SLA reporting.