can anyone clarify why our predictive routing outbound campaigns are showing a significant discrepancy between the platform api reported attempt count and the actual sip registrar logs on our singapore byoc trunks? we are running version 2024.2.1 of the platform sdk. the issue seems to be specific to the high volume windows between 14:00 and 16:00 sgt. when we query the /api/v2/analytics/reporting/outbound-campaigns endpoint, the attempted calls metric is roughly 15% higher than what we see in the sip call detail records from our carrier. this is causing our wrap-up time analytics to be completely off. we have checked the architect flow and confirmed that the call disposition is being sent correctly via the /api/v2/foundations/voice/agent-states endpoint immediately after hangup. is there a known latency issue with the analytics aggregation service for apac regions? or could this be related to the sip 200 ok responses being logged before the actual media path is established? we have 15 trunks configured and this skew is consistent across all carriers. any insight into how the predictive engine counts an ‘attempt’ versus a ‘completed’ call would be appreciated. currently debugging this is taking up too much time.
I typically get around this by verifying the timestamp alignment between the platform metrics and the BYOC provider logs, as Genesys Cloud records attempts in UTC while Singapore BYOC trunks often log in SGT. A 15% discrepancy during peak hours often stems from calls that are dialed but never reach the SIP registrar due to upstream carrier drops or timeout thresholds before the INVITE is sent. The /api/v2/analytics/reporting/outbound-campaigns endpoint counts any dial attempt initiated by the predictive engine, whereas your SIP logs only capture successful protocol handshakes. To reconcile this, export the detailed call disposition data and filter for ‘carrier_drop’ or ‘timeout_before_ring’. This will reveal if the gap is due to network latency in the APAC region during those specific windows. Adjusting the predictive model’s pacing factor slightly downward during 14:00-16:00 SGT may also reduce these unlogged attempts and align the metrics more closely with actual SIP registrations.
You should probably look at at how the outbound campaign is configured to handle “attempt” definitions in relation to the BYOC trunk status callbacks. The suggestion above regarding UTC/SGT alignment is valid, but a 15% skew during peak hours often points to how Genesys Cloud counts an “attempt” versus when your Singapore provider registers a SIP INVITE. In Zendesk, we didn’t have predictive outbound, so this is a new mental model. The platform counts an attempt as soon as the flow logic triggers the dial action, regardless of whether the SIP message successfully left the Genesys Cloud edge. If your BYOC trunk is experiencing latency or if the provider’s SIP registrar is dropping early INVITEs due to congestion, the platform still logs the attempt, but the provider log never sees it.
To verify this, check the “Call Disposition” breakdown in the analytics report. Look for a high volume of “No Answer” or “Busy” dispositions that correlate with the missing SIP logs. If you see many “Dial Timeout” or “Carrier Failure” codes, that confirms the disconnect is happening before the SIP INVITE reaches your BYOC endpoint.
Consider adjusting the “Ring Duration” and “Timeout” settings in the outbound campaign configuration to be slightly shorter, or implement a pre-dial validation step in the Architect flow to check trunk availability via the Telephony API before initiating the predictive dial. This mimics the “check status before action” pattern we used in Zendesk macros.
For a deeper dive into mapping Zendesk ticket lifecycle events to Genesys Cloud outbound metrics, see this guide: Mapping Zendesk Ticket States to GC Outbound Dispositions. It helps clarify which events trigger a count in the analytics engine versus those that only appear in telephony logs.