Could use a hand troubleshooting this weird interaction between WFM schedule adherence checks and our SIP trunk stability. We are running Genesys Cloud 2024.3 (US-East-1) and use a custom BYOC edge. Whenever the WFM module runs its nightly adherence report and validates pending shift swaps, our SIP registration rate drops by about 15% for roughly 2 minutes.
Here is what we are seeing:
- The WFM adherence job triggers at 06:00 AM CT to validate shift swaps for the next business day.
- Simultaneously, the /api/v2/wfm/schedules/shiftswaps endpoint starts polling for agent confirmation status.
- Within 30 seconds, the SIP trunk logs show a spike in 408 Request Timeout errors for agents logging into their softphones.
- The WebRTC handshake fails for approximately 40 agents, forcing them to restart their desktop application.
This only happens when the shift swap queue exceeds 100 pending items. I have checked the network latency to the Chicago region, and it is stable. The SIP trunks are configured with a registration interval of 300 seconds. Could the WFM validation process be consuming too many concurrent API threads, causing a bottleneck in the signaling path? Any insights on how to decouple these processes would be appreciated.