Genesys Cloud - Main

This is very old - sorry for not getting to it earlier.  Is this still an issue?  This usually means there is a problem with the microphone.  Did you run the WebRTC phone diagnostics?  

I encounter this problem sometimes.

This is very old - sorry for not getting to it earlier.  Is this still an issue?  This usually means there is a problem with the microphone.  Did you run the WebRTC phone diagnostics?  

Definitely look at the new diagnostics and network assessment tools for those agents.  Also, you can configure the station error column on the Agent Performance dashboard to look for specific station errors like connectivity and microphone.  If it happens, look at the local console log for the user and see what errors you see.  

I encounter this problem sometimes.

This is very old - sorry for not getting to it earlier.  Is this still an issue?  This usually means there is a problem with the microphone.  Did you run the WebRTC phone diagnostics?  

We have agents reporting this issue frequently.  In Agent Performacne dashboard I see the error column, but no drilldown to station errors such as microphone or connectivity?  Is this available somewhere else or are you saying if the agent has errors to dig into console logs? 

By the time this is reported to us the console logs would be useless with too much activity to digest

Thank you ! 

Definitely look at the new diagnostics and network assessment tools for those agents.  Also, you can configure the station error column on the Agent Performance dashboard to look for specific station errors like connectivity and microphone.  If it happens, look at the local console log for the user and see what errors you see.  

I encounter this problem sometimes.

This is very old - sorry for not getting to it earlier.  Is this still an issue?  This usually means there is a problem with the microphone.  Did you run the WebRTC phone diagnostics?  

Is the agent accessing via their web browser or the desktop application?  We had the issue for a few agents when accessing through Microsoft Edge, and clearing the browser history resolved the problem.

Is the agent accessing via their web browser.

Is the agent accessing via their web browser or the desktop application?  We had the issue for a few agents when accessing through Microsoft Edge, and clearing the browser history resolved the problem.

Web Browser Chrome or another?
Every time I have a surprise when using another,  I prefer Chrome.

Att,

Is the agent accessing via their web browser.

Is the agent accessing via their web browser or the desktop application?  We had the issue for a few agents when accessing through Microsoft Edge, and clearing the browser history resolved the problem.