Trying to understand the correlation between SIP trunk registration failures and reported queue abandonment rates.
Environment:
- Region: Europe (Frankfurt)
- Issue: Intermittent 408 Request Timeout on inbound calls
- Impact: Calls dropped before agent assignment
Are these dropped calls counted as abandoned in the Performance Dashboard, or are they excluded from the metric entirely?
It depends, but generally SIP 408 timeouts before media establishment are treated as system errors, not queue abandonments.
- Check the
callDisposition field in the /api/v2/analytics/interactions/summaries export.
- Look for
system_error or network_error rather than abandoned.
- Abandonment metrics only trigger after the call enters the queue state, which these timeouts bypass.
If I remember correctly, system errors like SIP 408s are excluded from abandonment metrics in Genesys Cloud. The call never reaches the queue state, so it does not count. Focus on infrastructure health instead of agent performance data here.
- SIP trunk registration status
- Network latency between endpoints
- API rate limits during failover