Stuck on BYOC Trunk Analytics Gap in Agent Scripting Module

General Discussion
1
  • Encountering a data discrepancy while configuring the Agent Scripting module for a multi-region BYOC deployment across 15 trunks in the Asia/Singapore environment.
  • The script logic relies on fetching real-time call metrics via the /api/v2/analytics/reportdata endpoint to trigger specific routing behaviors based on carrier latency.
  • When the script executes, it returns a 200 OK status, but the JSON payload lacks the trunk_id field for three specific carriers using failover logic.
  • The Architect flow version is 14.2, and the BYOC trunks are configured with standard SIP credentials and outbound routing rules.
  • Verified that the underlying carrier connections are stable and SIP registrations are active without drops.
  • Suspect this might be a filtering issue within the analytics API request body, specifically how the intervalType is handled when querying across multiple trunk groups.
  • Looking for insights on whether the Agent Scripting module has known limitations with granular trunk-level analytics or if there is a specific query parameter required to bypass this data gap.
2

My usual workaround is to verifying that the report type includes the specific trunk dimension, as the default analytics view often omits granular trunk identifiers to optimize query performance.

3

If I remember correctly, Zendesk doesn’t have a direct equivalent to this trunk-level granularity, so you likely need to adjust the report definition in Genesys Cloud.

"dimensions": ["trunk_id", "carrier_name"]