Ran into a weird issue today with the WFM API when trying to aggregate quality scores specifically tied to our fifteen BYOC trunks in AP-Southeast-1. The endpoint /api/v2/wfm/quality/evaluations returns a 500 Internal Server Error when filtering by mediaType=voice and including custom attributes derived from SIP signaling data.
The issue appears isolated to trunks configured with specific failover logic. When a call routes through the secondary carrier during a SIP registration timeout, the quality evaluation record fails to populate the carrierLatency metric. Subsequent API calls attempting to retrieve these incomplete records trigger the server error. Standard trunks without complex failover rules process without issue.
We are using the Genesys Cloud SDK v3.2.1 for Python. The request payload includes the date range for the last 24 hours. Removing the custom attribute filter resolves the 500 error, but we lose the granular carrier performance data needed for our SLA reporting. Has anyone encountered similar serialization issues with WFM data when integrating real-time SIP metrics?