Can’t seem to get the config right for the Bring Your Own Cloud Edge deployment to reflect accurate queue activity in the Genesys Cloud Performance dashboard. The Edge instance is running version 12.3.1 in our private AWS VPC, aligned with the Europe/Paris region. While the system health check reports a stable connection, the dashboard displays zero conversation data for the last four hours, despite agents actively handling calls through the custom domain.
The Architect flow is routing traffic correctly, as confirmed by the call logs, but the telemetry data does not appear in the real-time queue views. This discrepancy disrupts the WFM adherence reports, which rely on these specific performance metrics.
- Verified the Edge-to-Cloud connectivity using the built-in health diagnostics, which returned a green status with no latency warnings.
- Checked the local Edge logs for transmission errors, finding only routine heartbeat acknowledgments without any data payload rejection codes.
Could the issue stem from a mismatch in the data retention policy or a specific configuration in the Edge settings? The business requires these metrics for the upcoming quarterly review. Any guidance on forcing a data sync or identifying the drop-off point would be appreciated.