Stuck on a problem and need help troubleshooting a significant data discrepancy in our analytics reporting for Virtual Agent interactions that involve handoffs to human agents via our BYOC trunks. We are operating in the Singapore region with 15 trunks configured for failover, and the issue manifests specifically when a conversation initiated by the AI bot is transferred to a live agent. The Virtual Agent dashboard reports a successful ‘Handoff Completed’ status with a timestamp of 14:02:15 UTC, yet the corresponding SIP INVITE trace on the carrier side shows the initial request at 14:02:45 UTC, creating a thirty-second gap that is not accounted for in the standard flow logs. This latency is causing our SLA calculations in the custom reporting dashboard to flag these interactions as missed targets, even though the call quality metrics show no packet loss or jitter issues during the bridge. I have verified the NTP synchronization on our hybrid worker nodes and confirmed that the Genesys Cloud platform time is accurate. The issue seems isolated to the transition phase where the bot session token is exchanged for the SIP session context. I am using the latest version of the Architect flow template provided by Genesys for bot-to-human handoffs, but I suspect there is a caching layer or a specific header propagation issue in the outbound routing logic that delays the SIP signaling. The error does not appear in the standard SIP trace logs as a failure, but the timestamp mismatch is critical for our compliance reporting. I have checked the carrier-specific quirks for our primary provider in APAC, and they confirm that they are passing the headers exactly as received from the Genesys edge. Is there a known issue with the Virtual Agent analytics engine syncing with the telephony event stream for BYOC trunks, or should I be looking at a specific configuration in the outbound route settings to force immediate SIP generation? I need to resolve this before our next audit cycle, as the current data gap is rendering our bot efficiency metrics unreliable.
Check if the WFM schedule adherence engine is filtering out those handoff intervals.
- Verify the
schedule_adherencerules exclude virtual agent hold times. - Ensure the BYOC trunk timestamps align with the local timezone, not just UTC.
- This often causes the dashboard to miss the handoff window entirely.
The official documentation states that timestamp discrepancies often stem from how the platform handles asynchronous state updates between the virtual agent engine and the byoc trunk controller. while checking schedule adherence rules is a good start, the root cause is likely the sip call-id not being correctly mapped to the interaction id during the handoff event. you need to correlate the sip call-id with the genesys cloud interaction id using the platform api. the byoc trunk often drops this metadata if the initial invite doesn’t carry the custom headers required for deep integration. try enabling detailed sip trace logging on the affected trunks and compare the final sip 200 ok timestamp against the interaction api response. this usually reveals if the delay is network-related or a platform buffering issue. also, verify your oauth scopes include the cxapi:interaction:view permission to ensure full visibility into the handoff event stream.