Investigating a recurring issue where Workforce Engagement Management (WEM) shift adherence scores are incorrectly flagging agents as ‘Out of Schedule’ during active calls routed via our APAC BYOC trunks. The environment consists of 15 BYOC trunks managed across multiple regions, with a focus on the Singapore and Sydney edges.
The problem manifests specifically when calls are bridged through external carriers that introduce significant SIP session establishment latency (often >2 seconds). While the Genesys Cloud call control logs correctly register the agent as ‘On Call’ upon receipt of the SIP 200 OK, the WEM integration appears to be relying on an earlier timestamp, possibly the initial INVITE or a local media proxy event that does not align with the carrier’s actual media path activation.
This results in a 15-20% false positive rate for adherence violations during peak APAC business hours. The API response from /api/v2/wfm/api/v1/schedule/summary shows these discrepancies clearly. Has anyone encountered similar timing mismatches between BYOC trunk SIP signaling and WEM event ingestion? Is there a specific configuration in the trunk failover logic or carrier-specific header handling that needs adjustment to synchronize these timestamps?