Genesys Cloud - Main

We are looking to set new expectations for our work-from-home employees.  Genesys seems to be the most affected system by the home network.

I don't see any recommendations from Genesys on networks so I thought I'd ask here.

Any opinions on minimum upload to download speeds to sufficiently take calls in Genesys?  Opinions on max latencies?

#Unsure/Other

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Daniel Cross
Systems Administrator
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Yeah, we don't really have anything concrete listed in the System Requirements. There is guidance for bandwidth per monitor for screen recording...and the WebRTC diagnostics website will give jitter, MOS, packet loss, etc. (latency should be less than 150ms for voice traffic).

I asked Gemini: :-)

While Genesys doesn't have a single, definitive document outlining the exact ISP bandwidth required for every home agent scenario, they and related resources offer guidance. Here's a summary of what's generally recommended:

Minimum Recommendation (Often cited by related sources):

• Download: 25 Mbps
• Upload: 5 Mbps

This is the minimum specification mentioned by Michigan State University for a wired internet connection to use Genesys Cloud. They explicitly advise against satellite or low-orbit providers.

More Realistic and Recommended Speeds (Based on various factors and community discussions):

• Download: 10 Mbps or higher is frequently mentioned as a minimum for acceptable voice quality, especially when using WebRTC. Some users report issues with speeds below this.
• Upload: This is more dependent on the agent's activities.
  • For basic voice and agent desktop functions, 1 Mbps might be technically sufficient according to some older sources.
  • However, for a better and more reliable experience, especially with potential screen sharing or other applications running, an upload speed of at least 5 Mbps or higher is strongly recommended.

Key Considerations:

• Wired Connection: Genesys highly recommends a wired Ethernet connection over Wi-Fi for stability and consistent performance.
• Voice Quality: Insufficient bandwidth, especially upload, can lead to choppy or robotic voice quality.
• Other Applications: If the home agent is running other bandwidth-intensive applications (e.g., video conferencing, other work tools) simultaneously, they will need significantly more bandwidth.
• Video in Genesys Cloud: If agents participate in video calls, Genesys estimates 1-2 Mbps per connected user for High Definition video.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys

Original Message:
Sent: 03-25-2025 17:34
From: Daniel Cross
Subject: Recommended internet speeds

We are looking to set new expectations for our work-from-home employees.  Genesys seems to be the most affected system by the home network.

I don't see any recommendations from Genesys on networks so I thought I'd ask here.

Any opinions on minimum upload to download speeds to sufficiently take calls in Genesys?  Opinions on max latencies?

#Unsure/Other

------------------------------
Daniel Cross
Systems Administrator
------------------------------

Yeah, we don't really have anything concrete listed in the System Requirements. There is guidance for bandwidth per monitor for screen recording...and the WebRTC diagnostics website will give jitter, MOS, packet loss, etc. (latency should be less than 150ms for voice traffic).

I asked Gemini: :-)

While Genesys doesn't have a single, definitive document outlining the exact ISP bandwidth required for every home agent scenario, they and related resources offer guidance. Here's a summary of what's generally recommended:

Minimum Recommendation (Often cited by related sources):

• Download: 25 Mbps
• Upload: 5 Mbps

This is the minimum specification mentioned by Michigan State University for a wired internet connection to use Genesys Cloud. They explicitly advise against satellite or low-orbit providers.

More Realistic and Recommended Speeds (Based on various factors and community discussions):

• Download: 10 Mbps or higher is frequently mentioned as a minimum for acceptable voice quality, especially when using WebRTC. Some users report issues with speeds below this.
• Upload: This is more dependent on the agent's activities.
  • For basic voice and agent desktop functions, 1 Mbps might be technically sufficient according to some older sources.
  • However, for a better and more reliable experience, especially with potential screen sharing or other applications running, an upload speed of at least 5 Mbps or higher is strongly recommended.

Key Considerations:

• Wired Connection: Genesys highly recommends a wired Ethernet connection over Wi-Fi for stability and consistent performance.
• Voice Quality: Insufficient bandwidth, especially upload, can lead to choppy or robotic voice quality.
• Other Applications: If the home agent is running other bandwidth-intensive applications (e.g., video conferencing, other work tools) simultaneously, they will need significantly more bandwidth.
• Video in Genesys Cloud: If agents participate in video calls, Genesys estimates 1-2 Mbps per connected user for High Definition video.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys

Original Message:
Sent: 03-25-2025 17:34
From: Daniel Cross
Subject: Recommended internet speeds

We are looking to set new expectations for our work-from-home employees.  Genesys seems to be the most affected system by the home network.

I don't see any recommendations from Genesys on networks so I thought I'd ask here.

Any opinions on minimum upload to download speeds to sufficiently take calls in Genesys?  Opinions on max latencies?

#Unsure/Other

------------------------------
Daniel Cross
Systems Administrator
------------------------------

Thanks George! This is very helpful. 

Yeah, we don't really have anything concrete listed in the System Requirements. There is guidance for bandwidth per monitor for screen recording...and the WebRTC diagnostics website will give jitter, MOS, packet loss, etc. (latency should be less than 150ms for voice traffic).

I asked Gemini: :-)

While Genesys doesn't have a single, definitive document outlining the exact ISP bandwidth required for every home agent scenario, they and related resources offer guidance. Here's a summary of what's generally recommended:

Minimum Recommendation (Often cited by related sources):

• Download: 25 Mbps
• Upload: 5 Mbps

This is the minimum specification mentioned by Michigan State University for a wired internet connection to use Genesys Cloud. They explicitly advise against satellite or low-orbit providers.

More Realistic and Recommended Speeds (Based on various factors and community discussions):

• Download: 10 Mbps or higher is frequently mentioned as a minimum for acceptable voice quality, especially when using WebRTC. Some users report issues with speeds below this.
• Upload: This is more dependent on the agent's activities.
  • For basic voice and agent desktop functions, 1 Mbps might be technically sufficient according to some older sources.
  • However, for a better and more reliable experience, especially with potential screen sharing or other applications running, an upload speed of at least 5 Mbps or higher is strongly recommended.

Key Considerations:

• Wired Connection: Genesys highly recommends a wired Ethernet connection over Wi-Fi for stability and consistent performance.
• Voice Quality: Insufficient bandwidth, especially upload, can lead to choppy or robotic voice quality.
• Other Applications: If the home agent is running other bandwidth-intensive applications (e.g., video conferencing, other work tools) simultaneously, they will need significantly more bandwidth.
• Video in Genesys Cloud: If agents participate in video calls, Genesys estimates 1-2 Mbps per connected user for High Definition video.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys

Original Message:
Sent: 03-25-2025 17:34
From: Daniel Cross
Subject: Recommended internet speeds

We are looking to set new expectations for our work-from-home employees.  Genesys seems to be the most affected system by the home network.

I don't see any recommendations from Genesys on networks so I thought I'd ask here.

Any opinions on minimum upload to download speeds to sufficiently take calls in Genesys?  Opinions on max latencies?

#Unsure/Other

------------------------------
Daniel Cross
Systems Administrator
------------------------------