Webchat Analytics 404 on BYOC Trunk Correlation

General Discussion
1

Does anyone know why webchat sessions linked to BYOC trunks return 404 in analytics?

  1. Configure webchat flow with trunk ID metadata.
  2. Initiate session via Singapore endpoint.
  3. Query /api/v2/analytics/webchat/details.

Response lacks trunk correlation fields despite successful SIP registration. Verified SDK v2.1.0 usage. No errors in Architect logs, but reporting dashboard shows null values for carrier metrics. Need to map digital interactions to voice trunk performance accurately.

2

You need to verify the metadata mapping in the webchat flow. The 404 suggests the analytics engine cannot resolve the trunk ID because it is not passed correctly through the session attributes. BYOC trunks require explicit attribute tagging for digital channels to correlate with voice metrics.

Error: 404 Not Found - Trunk correlation fields missing in /api/v2/analytics/webchat/details

Check your flow configuration. Ensure the trunk ID is set as a static attribute or fetched via an API action before the session starts. Then, push that attribute into the analytics payload.

attributes:
 trunk_id: "{{ flow.trunk_id }}"
 channel: "webchat"

Without this explicit tagging, the reporting dashboard will always show null values for carrier metrics. The SDK handles transport, but analytics relies on these specific custom attributes. Confirm the attribute name matches exactly what is expected in the reporting widget. Mismatches here cause silent failures in data aggregation.

3

This is caused by a fundamental mismatch in how Genesys Cloud structures digital interactions versus traditional voice trunks. In Zendesk, we often relied on custom ticket fields to manually link disparate channels, but Genesys Cloud’s analytics engine expects a unified interaction_id that spans the entire session lifecycle. The 404 error isn’t a network issue; it’s a schema validation failure because the trunk_id isn’t a standard attribute for webchat sessions in the analytics API.

Instead of trying to force the trunk ID through standard session attributes, you need to use a Data Action to inject the carrier context into the interaction metadata before it hits the analytics store. This mirrors how we handled custom tags in Zendesk triggers, but here it requires explicit JSON mapping in Architect.

Try adding this Data Action to your Webchat flow right after the initial connection:

{
 "action": "setInteractionMetadata",
 "data": {
 "metadata": {
 "carrier_trunk": "{{metadata.trunk_id}}",
 "session_type": "byoc_digital"
 }
 }
}

Then, when querying /api/v2/analytics/webchat/details, you must include metadata.carrier_trunk in your aggregation fields. The standard trunk_id field will remain null because webchat doesn’t use SIP trunks for signaling. This approach ensures the correlation logic survives the migration from Zendesk’s flexible tagging to Genesys Cloud’s structured metadata model. It’s a bit more verbose, but it guarantees your reporting dashboard won’t show those frustrating null values.