I’m trying to figure out why the WFM Quality Management API is rejecting our custom scoring models when applied to interactions routed through our 15 BYOC trunks in the Asia/Singapore region.
Specifically, when posting a new evaluation via POST /api/v2/wfm/quality/evaluations, the system returns a 400 Bad Request with error code SCORING_MODEL_MISMATCH. The payload includes the correct interactionId and scoringModelId retrieved from the standard Quality Management dashboard. This issue appears isolated to calls originating from our carrier failover legs, where the SIP headers indicate a secondary provider handshake.
Environment:
Genesys Cloud PureCloudRegion: Asia/SingaporeWFM API Client v2.1.015 BYOC Trunks
The primary trunk evaluations process without issue. However, once the failover logic triggers and the call is bridged via the secondary carrier, the interaction metadata seems to lack the necessary qualityAttributes required by the scoring model. Is there a known limitation in how BYOC failover legs propagate quality metadata to the WFM engine, or is this a configuration gap in our outbound routing rules? Any insights on debugging the missing attributes would be appreciated.