Struggling to figure out why our Workforce Engagement Management (WFM) capacity calculations are severely undercounting available agents during peak hours in the ap-southeast-1 region. We have a complex setup involving 15 BYOC trunks managed across multiple availability zones, and the issue appears to be a synchronization lag between the telephony layer and the workforce data layer.
The environment is running Genesys Cloud 24.3.0. We recently upgraded the BYOC trunk configuration to handle increased call volume, but this seems to have introduced a side effect on the Interactive Contact Predictor (ICP). When a BYOC trunk experiences a SIP 408 Request Timeout due to carrier congestion, the trunk fails over to a backup route as expected. However, agents assigned to skill groups associated with these trunks are being marked as “Unavailable” in the WFM dashboard for approximately 45 seconds after the failover event triggers. This state persists even though their SIP registration status in the Telephony Administration panel shows “Registered” and “Ready”.
We are seeing a direct correlation between the SIP 408 errors logged in the telephony traces and the sudden drop in predicted handle times for our ICP campaigns. The WFM API endpoint /api/v2/wfm/management/realtime/supervision/agents returns a status of OFFLINE for these agents during this window, despite the underlying SIP session being active on the failover trunk. This discrepancy causes the predictive dialer to throttle out aggressively, leading to significant idle time for our workforce.
Has anyone encountered similar latency issues where telephony failover events incorrectly propagate availability states to the WFM engine? We need to ensure that carrier-specific quirks or SIP timeout retries do not invalidate the agent’s capacity status in the workforce pool. Any insights on configuring the trunk failover logic to decouple from WFM state updates would be appreciated.