Quick question about the stability of the Workforce Management bulk data export endpoints during carrier failover events.
We are managing a complex infrastructure with 15 Bring Your Own Carrier (BYOC) trunks across the Asia/Singapore region. Our primary carriers handle the bulk of the traffic without issue. However, when we trigger a failover to secondary carriers-often due to latency spikes or registration drops on the primary links-we observe immediate failures in our automated reporting pipelines.
Specifically, the /v2/wfm/gcworkforcemanagement/reporting/bulkdataexport endpoint returns HTTP 502 Bad Gateway errors. This is not a transient glitch; it persists for the duration of the failover state. The error suggests that the backend service responsible for aggregating the WFM data cannot reach the necessary dependencies, possibly because the session context is tied to the primary carrier’s routing logic which is currently inactive.
We are using the Genesys Cloud SDK v2.0 for these calls. The configuration includes standard SIP credentials and outbound routing rules that prioritize the secondary trunks when the primary health checks fail. Despite verifying that the SIP registrations are stable on the secondary carriers, the WFM API seems to choke on the context switch.
Here is the payload we are sending:
{
"reportName": "Agent_Interaction_Hourly",
"reportParams": {
"startDate": "2023-10-01T00:00:00Z",
"endDate": "2023-10-01T23:59:59Z"
},
"outputFormat": "CSV"
}
Has anyone encountered similar issues with WFM reporting during BYOC failover? Is there a specific header or configuration tweak required to ensure the API remains accessible when traffic is routed through secondary trunks? We need a reliable way to pull this data for our daily analytics, and the current workaround of waiting for failback is not viable for our SLA requirements.