- What is the reason this setting causes the NLU confidence score to drop below 0.4 when routing through our ap-southeast-1 BYOC trunks, despite the same intent being recognized correctly in the standard Genesys Cloud environment?
- We have configured the Virtual Agent to use the latest v2.0 Speech-to-Text engine, but the transcription accuracy varies significantly depending on the carrier failover path.
- The SIP registration remains stable with a 200 OK response, yet the audio packets arriving at the ASR endpoint show inconsistent jitter levels, specifically around 150ms during peak hours in the Singapore timezone.
- We are observing a mismatch in the metadata payload returned by the /api/v2/analytics/conversations/details endpoint, where the bot interaction timestamp aligns with the inbound SIP INVITE, but the transcription completion time lags by nearly 3 seconds.
- The Architect flow is set to escalate to human agents if confidence falls below 0.5, which is triggering prematurely on 40% of calls routed via the secondary trunk.
- We have verified that the codec negotiation is strictly PCMU, eliminating any transcoding issues, but the AI bot still fails to extract the correct entity for the ‘order_status’ intent.
- Is there a known latency threshold for the BYOC trunk connection that affects the real-time NLU processing, or should we be adjusting the timeout settings in the virtual agent configuration?