Stuck on a recurring 500 Internal Server Error when attempting to bulk export quality evaluation scores for calls routed through our AP-Southeast-1 BYOC trunks. The issue appears isolated to specific date ranges where high-volume carrier failover events occurred.
We are using the Genesys Cloud API v2 endpoint /api/v2/wfm/quality/evaluations/export with a POST request. The payload includes standard filters for scoreType, dateFrom, and dateTo. When the query spans dates where our primary carrier experienced SIP 408 timeouts and traffic shifted to the secondary BYOC trunk, the API returns a 500 error with the message: “Failed to process evaluation data: inconsistent trunk metadata.”
The environment details are as follows:
- Region: AP-Southeast-1
- Trunk Type: BYOC (15 active trunks)
- SDK: Python SDK v3.1.0
- Architect Flow: Standard inbound routing with dynamic carrier selection based on SIP response codes.
Interestingly, exporting evaluations for calls that remained on the primary carrier without failover works perfectly. The problem arises specifically when the trunkId in the conversation metadata points to a secondary carrier that was active only during the failover window. We have verified that the secondary trunks are correctly configured with valid SIP credentials and are registered.
Has anyone encountered similar issues with WFM quality exports involving BYOC failover scenarios? We suspect the export process might be struggling to resolve trunk metadata for short-lived carrier sessions. We need to ensure our quality reporting is accurate across all carrier paths. Any insights on whether this is a known limitation or if there is a workaround to force the export to include these failed-over calls would be appreciated. We are considering splitting the export by trunk ID, but that creates significant manual overhead given the volume of our 15 trunks.