Observing a persistent discrepancy in Quality Management evaluation scores for calls routed through our 15 APAC BYOC trunks. Specifically, evaluations triggered by the ‘Call Completed’ event in the WFM module are consistently scoring lower than expected due to missing media segments in the retrieved recording.
The issue appears isolated to trunks registered to the Singapore Edge. When querying the /api/v2/quality/evaluations endpoint, the recording object contains a valid URI, yet the playback duration is truncated by approximately 15-20 seconds at the end of the call. This truncation aligns with the time delta seen in previous SIP timestamp analyses. The SIP 200 OK and BYE messages are logged correctly in the CDR, but the associated media stream seems to drop before the recording service finalizes the file.
Has anyone encountered similar issues with BYOC trunk recordings affecting WFM evaluation accuracy? We are running Genesys Cloud version 23.23. The carrier-side logs show no RTP packet loss, suggesting the issue lies within the cloud recording service’s handling of the stream termination for these specific trunks. Need to determine if this is a known limitation with the current BYOC integration or if specific SIP headers need to be preserved for accurate recording duration calculation.
Missing media segments often stem from edge capacity saturation rather than WFM logic. Check if your Singapore Edge hit WebSocket or API rate limits during peak load, which can drop recording chunks before evaluation triggers.
The observation regarding edge capacity saturation warrants further investigation, particularly when correlating it with the Performance Views available within the dashboard. While the API endpoint mentioned in the initial post provides technical insight into the recording object, the operational impact is best visualized through the Queue Activity view.
In environments utilizing BYOC trunks in the APAC region, specifically those routed through the Singapore Edge, it is common to observe a variance between the expected evaluation trigger and the actual data availability. This discrepancy often manifests as a gap in the ‘Conversation Duration’ metric versus the ‘Recording Duration’ metric in the Agent Performance dashboard.
To validate whether this is indeed a capacity issue or a configuration latency, the following steps are recommended:
- Navigate to the Performance tab and select the Queue Activity view.
- Apply a filter for the specific queues associated with the APAC BYOC trunks.
- Examine the Average Handle Time (AHT) and compare it against the Average Talk Time. A significant divergence here may indicate that the recording service is struggling to ingest media chunks during high-traffic periods, leading to incomplete files for the Quality Management module.
Additionally, review the System Activity view to check for any spikes in ‘Failed API Calls’ or ‘WebSocket Disconnects’ during the peak hours identified. If the Singapore Edge is experiencing resource constraints, the recording service may drop segments before the ‘Call Completed’ event fully propagates to the WFM module.
It would be prudent to also verify the Recording Policy settings for these specific trunks. Ensure that the ‘Include System Sounds’ and ‘Include Silence’ options are not inadvertently causing buffer overflows during periods of high latency. Adjusting the buffer size or enabling ‘Fallback to Cloud Recording’ for these specific trunks might mitigate the issue while the edge capacity is being addressed.
Monitoring these metrics will provide a clearer picture of whether the root cause lies in network infrastructure or configuration parameters.