Only a logout and login may restore it as starting a new WebRTC session with the Edge where a new hartbeat will be started The egde is sending a hartbeat every 30 secs and if one is not aknowledged by the agent client, then the webRTC session is lost. We have done multiple analysis of chrome/network logs and wireshark capture and Genesys always concluded to a disconnect between the Edge and the agent client. At the time the issue are occuring agents are browsing happily on other sites without issue. We experienced since the beginning issues with agents being alerted but not being able to accept the call, status changing back to avilable during their lunch while the webrtc diag would not show any latency/packet loss that would be significant. With the Covid we moved all our agents to WebRTC so they could work from home. Number of agents using WebRTC was limited then, most on remotephone/softphone. It does however add in stuff like screen recording that you don't get with the browser app. Not sure if you'd get any benefit to the desktop app as it's using some browser components still under the hood. Having said that, what type of Edge deployment do you have?
I've had a number of users on 1GB+ fibre connections, direct LAN connection to the modem, high spec'd gaming machine still complain about response time in some things in the browser app. Given like you, most of our users are at home, the only "common" factor is the GC website and using WebRTC. Any case raised to Genesys Care just gives us the scripted response pointing us to troubleshooting steps on the Resource Centre or the stock response blaming users PCs, browser cache, modem, wifi vs LAN, send us network and console logs etc. I've struggled with this since first going live with Genesys Cloud. Is there a benefit running the Desktop app? Other web apps are not showing any performance slow downs.
This includes agents not able to accept calls and just very slow response navigating around the pages. We are seeing a significant slow down using the WebRTC now that we are 100% working from home and I'm sure more users are moving to the cloud. Subject: Slow Down and Disconnects using WebRTC from Home
0 kommentar(er)
