Stuck on a persistent data gap in the Genesys Cloud Analytics API (v2.0) regarding SIP 408 Timeout errors across our 15 Asia/Singapore based BYOC trunks. The GET /api/v2/analytics/details endpoint consistently returns empty result sets for specific time windows where our internal SIP proxies clearly logged timeout events. We have verified that the trunk configuration is correct, with proper SIP credentials and outbound routing rules applied, yet the analytics payload fails to capture these critical failure metrics. The query parameters include metricIds=SIP_TIMEOUT and groupBy=trunkId, with a time range spanning the last 24 hours in UTC+8. Despite increasing the timeout configuration in the data action definition to 30 seconds, as suggested in previous discussions, the aggregation gap remains. This issue is particularly problematic for our failover logic, which relies on accurate timeout metrics to trigger carrier-specific failover sequences. We have also attempted to retrieve granular SIP registration failure logs via the Recording API, but the default payload structure strips out specific metadata fields like legal_hold or granular timestamps, making it difficult to correlate the timeout events with specific carrier quirks. The environment consists of Genesys Cloud release 2023-10, with BYOC trunks managed through a centralized trunk administrator role. We need a reliable method to extract these timeout metrics without hitting the 5000-record limit or relying on manual log parsing. Any insights into whether this is a known limitation of the Analytics API for BYOC trunks, or if there is a specific configuration tweak required to ensure SIP 408 errors are properly aggregated, would be greatly appreciated.
Have you tried querying the analytics/details endpoint with the callDisposition filter set to timeout instead of relying on SIP cause codes?
The BYOC analytics aggregation often normalizes SIP 408s into generic timeout dispositions before the raw cause code is exposed in the standard detail views, so filtering by the normalized disposition usually yields the expected records.
I’d recommend looking at at the time granularity settings. in zendesk we just pulled raw logs but gc aggregates by interval so try narrowing the window to avoid those empty gaps.
This looks like a standard case of data normalization causing visibility issues in the API responses. The suggestion above regarding the callDisposition filter is spot on, as Genesys Cloud often maps specific SIP cause codes like 408 to broader disposition categories before exposing them in standard analytics views. When dealing with BYOC trunks, especially across different regions like Asia/Singapore, the system prioritizes standardized reporting metrics over raw SIP signaling data to ensure consistency across diverse infrastructure setups.
Switching the filter to timeout should immediately populate those previously empty result sets. This approach aligns with how the platform handles aggregated reporting for workforce management and quality assurance dashboards, ensuring that downstream integrations receive consistent data structures. If the timeout disposition still returns sparse results, checking the time granularity settings as mentioned earlier might help, but the disposition filter is the primary fix for this specific aggregation behavior.