The Reporting API returns a 400 Bad Request with {“code”:“invalidQueryParameter”,“message”:“Metric aggregation window exceeds local cache tolerance”} the moment the primary WAN drops. Tokyo ISP maintenance window hits at 02:00 JST and the Edge 2024.6.1 pair flips straight to local survivability. R750 handsets keep ringing but the dashboard metrics flatline. Network config shows the management VLAN still routing to the on-prem analytics collector, yet the local cache refuses to push call detail records past the 15-minute threshold. BIOS telemetry on the Dell R740 chassis confirms memory pressure is normal at 62 percent, so hardware limits don’t throttle the write queue. The pairing status stays green in the admin console, but the /v2/analytics/queues/realtime endpoint keeps timing out with a 502 after the failover switch. Architect flows are routing calls fine, it’s just the reporting layer that goes dark.
Tried clearing the local survivability cache through the CLI and restarting the media router service, but the metric pipeline stays stuck. The Edge appliance logs show ANALYTICS_CACHE_SYNC_FAILED: timeout waiting for cluster heartbeat repeating every 4 seconds. Secondary link bandwidth is plenty, routing tables are clean, and the NIC firmware is on the latest revision. Queue performance reports from the previous week pulled fine when the cloud connection was live. Now the local media path handles voice traffic without dropping packets, but the analytics collector just drops every POST request to the recording sync endpoint. The cache flush script is doing jack all and the dashboard won’t refresh.
This is a known quirk with the Edge local cache during failover. When the WAN drops, the Edge stops syncing with the Genesys Cloud central metrics store. The Reporting API expects data from the cloud, but the local Edge instance holds the real-time stats for the R750s. You can’t query the cloud API directly in this state without hitting that 400 error.
The workaround is to query the Edge’s local HTTP API instead. You’ll need to point your client to the Edge node’s IP or hostname, not the standard api.mypurecloud.com.
Here’s how you can switch the endpoint dynamically:
import requests
import json
# Standard cloud endpoint
cloud_base = "https://api.mypurecloud.com"
# Local Edge endpoint (replace with your actual Edge IP/hostname)
edge_base = "https://<edge-ip>:8443"
def get_queue_metrics(queue_id, base_url):
headers = {
"Authorization": f"Bearer {access_token}",
"Content-Type": "application/json"
}
endpoint = f"{base_url}/api/v2/analytics/queues/realtime"
# Payload for real-time queue metrics
payload = {
"interval": "PT1M",
"groupBy": ["queueId"],
"filter": [
{
"filterType": "equals",
"dimension": "queueId",
"value": queue_id
}
]
}
try:
response = requests.post(endpoint, headers=headers, json=payload)
if response.status_code == 200:
return response.json()
else:
print(f"Error: {response.status_code} - {response.text}")
return None
except Exception as e:
print(f"Request failed: {e}")
return None
# During failover, switch to edge_base
metrics = get_queue_metrics("your-queue-id", edge_base)
print(json.dumps(metrics, indent=2))
You’ll need to ensure your OAuth token is valid for the Edge instance. If you’re using client credentials, the token should work across both cloud and edge if the Edge is properly registered and synced. If not, you might need to generate a separate token for the Edge environment.
Also, check that the Edge version 2024.6.1 has the realtime analytics feature enabled. Sometimes after an update, certain APIs get toggled off by default. Look under Edge Settings > Analytics > Realtime in the Edge admin UI.
Let me know if that bypasses the cache tolerance error.