Hello everyone,
We are reviewing a voice interaction flow using Genesys Cloud CX integrated with Salesforce Service Cloud Voice through CX Cloud for Salesforce. The implementation uses auto-answer on the Salesforce/SCV side, and we are trying to better understand the latency between Salesforce Omni-Channel events and the Genesys/WebRTC connector events.
From the browser console logs, the overall sequence generally looks like this:
Genesys conversation alerting
Salesforce SCV createVoiceCall
Salesforce Omni OMNI.WORK.ASSIGNED
Salesforce Omni OMNI.WORK.ACCEPTED
Connector acceptCall
acceptPendingWebRTCSession
WebRTC session started
Media started
ICE connected
Call connected
I would like to hear from anyone who has implemented or troubleshot this flow in production:
What has been your experience with the timing between createVoiceCall and OMNI.WORK.ASSIGNED?
When auto-answer or auto-accept is enabled, does OMNI.WORK.ACCEPTED usually happen almost immediately after OMNI.WORK.ASSIGNED?
After OMNI.WORK.ACCEPTED, does acceptCall usually trigger within a few milliseconds?
In production environments, where have you seen the biggest latency contribution: Salesforce Omni-Channel, VoiceCall creation, the Genesys CX Cloud connector, or WebRTC/browser media setup?
Which configuration changes helped the most? Presence Configuration, Omni routing, SCV settings, console performance, browser/device settings, permissions, loaded console components, or something on the Genesys side?
It would also be helpful to understand if anyone measures these steps using a timeline like this:
T0 = Genesys alerting
T1 = createVoiceCall start
T2 = createVoiceCall end
T3 = OMNI.WORK.ASSIGNED
T4 = OMNI.WORK.ACCEPTED
T5 = acceptCall start
T6 = acceptCall end
T7 = WebRTC session started
T8 = Media started
T9 = ICE connected / call connected
What is the lowest end-to-end time you have been able to achieve, and which part of the flow was the hardest to optimize?
Thanks in advance for sharing any real-world experience, metrics, or recommendations.