Why does this config cause our Bring Your Own Cloud (BYOC) Edge instance to stop reporting accurate ACD metrics to the Genesys Cloud dashboard after a specific Architect flow modification? We are operating a hybrid environment with a BYOC Edge deployment in the EU1 region, connecting to an on-premise SIP trunk. Recently, we updated the routing logic to handle high-volume inbound calls by introducing a new queue group with a complex wrap-up time configuration.
Since the deployment on Tuesday, the ‘Queue Activity’ view in the Performance dashboard shows a significant discrepancy between the actual call volume processed by the Edge and the metrics reported in Genesys Cloud. Specifically, the ‘Calls Answered’ metric is accurate, but ‘Service Level’ and ‘Average Speed of Answer’ are consistently showing null or zero values for this specific queue group. Other queue groups using standard routing logic continue to report correctly.
We have verified that the Edge health check is passing and the TLS connection to the Genesys Cloud platform is stable with no packet loss observed on the network side. The Architect flow logs indicate that calls are being answered and completed successfully, and the conversation detail views confirm that agents are wrapping up calls within the expected timeframe. However, the analytics engine seems to be missing the post-call data for this specific flow.
Is there a known limitation or configuration requirement for BYOC Edge when handling queue groups with dynamic wrap-up times? We suspect that the metric aggregation might be failing due to a mismatch in how the Edge reports the call disposition compared to what the Genesys Cloud analytics engine expects for service level calculations. Any insights into whether this is a configuration issue on the Edge side or a reporting limitation within the platform would be appreciated.