Is it possible to inject BYOC trunk failover metrics directly into Genesys Cloud AI Bot analytics? Current setup uses 15 BYOC trunks across APAC regions with complex SIP registration logic. Need to co…
This is caused by a fundamental architectural separation between telephony infrastructure metrics and contact center performance analytics. Genesys Cloud does not support direct injection of SIP-level failover data into the AI Bot analytics dashboard, as these systems operate on distinct data pipelines. The WFM and analytics modules are designed to track agent adherence, schedule publishing, and shift swap approvals, not raw SIP registration logic or BYOC trunk latency.
For BYOC trunk monitoring, the platform relies on the Telephony Insights API. You would need to pull the failover metrics via the REST API and correlate them with bot performance data in an external data warehouse or BI tool. There is no native connector for this specific integration.
See the documentation on Telephony Metrics limitations here: https://support.genesys.cloud/hc/en-us/articles/000084921-Telephony-Insights-Limitations
Focusing on schedule adherence and agent availability usually yields more actionable insights for bot deflection rates than raw trunk metrics.