QM Evaluation API 500 on APAC BYOC Trunks

Genesys Cloud WFM
1

Struggling to understand why the /api/v2/quality/evaluations endpoint returns a 500 Internal Server Error for calls routed through our Singapore BYOC trunks. The issue is isolated to the Asia/Singapore region; US trunks work fine. We are using the latest REST SDK. The evaluation templates are identical. Is there a known latency issue with the QM ingestion pipeline for BYOC traffic in this region? Any insights are appreciated.

Thanks for the help.

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2

It depends, but typically the 500 stems from region-specific latency breaking the QM ingestion pipeline before the evaluation record is persisted.

{
 "target": "ap-southeast-1",
 "retry_policy": "exponential_backoff",
 "timeout_ms": 5000
}

Check if the BYOC trunk metadata is missing the required quality_evaluation scope for that specific edge.

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3

It’s worth reviewing at the WebSocket connection limits during the evaluation submission phase. In my JMeter load tests, hitting the QM endpoint with high concurrency often triggers a 500 when the API rate limit burst is exceeded. Try adding a pause of 200ms between requests in your script to smooth out the throughput spike.