Need some help troubleshooting…
- Our EU-West BYOC environment is configured with a primary SIP trunk and a secondary failover trunk.
- During a scheduled maintenance window on the primary provider, traffic successfully routed to the secondary trunk.
- However, the Performance Dashboard continues to display ‘No Activity’ for the specific queue utilizing this trunk during the failover period.
- The Architect flow logs confirm that conversations were established and completed via the secondary trunk without error.
- The real-time occupancy metrics failed to increment, resulting in a significant data gap in our service level reports.
- We are using the standard Outbound Performance View, which typically reflects trunk status accurately.
- There are no visible error codes in the Genesys Cloud UI, nor are there SIP rejection codes returned to the agents.
- The issue appears isolated to the dashboard aggregation layer, as the historical reports also lack this data segment.
- Could someone clarify if there is a known limitation regarding SIP trunk failover visibility in the Performance Dashboard?
- We require accurate metric reconciliation for our SLA reporting to the business stakeholders.
- Any guidance on how to force a metric refresh or validate the underlying data pipeline would be appreciated.