We regularly find issues with audio on WebRTC in Microsoft Edge, and in most instances its caused by browser or O/S updates knocking it out. We have seen issues were the update is waiting, isn't fully installed, but still causes the issue. Regular restarts is what we are training out as it does seem to resolve following a restart.
Original Message:
Sent: 03-17-2026 13:43
From: Shane Jenkins
Subject: Gamaification broken following browser update
Hi all,
Wanted to piggyback on this thread.
Has anyone observed any odd audio behavior with the most recent version of Microsoft Edge?
We currently and thankfully have zero issues w Chrome or the Desktop App, but in latest version of Edge only the agent headset mic audio works. (Caller can hear agent). Agent cannot hear the caller nor does the agent get ring back audio, etc. It seems pretty consistent. In the call recording we can hear both legs of the call (both agent and caller audio). This behavior only presents when on VPN and using Microsoft Edge. It's like the RTP stream isn't making it from the Edge to the agents endpoint, but only when using Edge.
Just curious if anyone else has ran into something similar. Thanks all!
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Shane Jenkins
IT Sys Admin Mgr
Original Message:
Sent: 03-17-2026 13:24
From: David Halliday
Subject: Gamaification broken following browser update
Thanks Jan.
Still radio silence from Genesys, either here or via our ticket, despite multiple people reporting the issue. I suspect its due to it being a security patch being released they won't want to say anything, despite it wiping out a big chunk of their product.
I have heard that the release taking place this week appears to fix it, with the Seoul region not experiencing the issue now (they had their release this morning). Let's hope the fix is applied this week to the other regions.
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David Halliday
Original Message:
Sent: 03-17-2026 12:59
From: Jan Heinonen
Subject: Gamaification broken following browser update
I got the same issue in latest Edge/Chrome, it works fine in Firefox.
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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
Original Message:
Sent: 03-16-2026 13:31
From: David Halliday
Subject: Gamaification broken following browser update
We have proven that it is a browser update. Two colleagues, who didn't take the update, have shown that the gamification was working, and then when they took the update received the same error as others. We are pretty quick to install updates as a business, so suspect we are early adopters of this new "feature"!
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David Halliday
Original Message:
Sent: 03-16-2026 13:27
From: Caleb Koehler
Subject: Gamaification broken following browser update
We did not update our browser - as far as I am aware, however we are also experiencing the same issue. Nothing on their status page, but Genesys never updates that.
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Caleb Koehler
SYSTEM AND DEVELOPMENT ANALYST 1
Original Message:
Sent: 03-16-2026 13:23
From: David Halliday
Subject: Gamaification broken following browser update
Has anyone updated their browser with the latest stable channel version for Microsoft Edge (or Chome)? We took an update for the latest version on Friday, and it appears to have broken our Gamification (see Insights screenshot below).
We upgraded from 145.0.3800.97 to 146.0.3856.59 on Edge as part of a recommended zero day update patch.
Has anyone else updated their browser and found the same issues?
Can Genesys check they have tested with this latest browser version and confirm if they are experiencing the same issue?
#WEM-Quality,WFM,Gamification,etc
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David Halliday
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