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Hi @Satish Huzuru,

Besides the built-in Diagnostics page and the WebRTC Troubleshooter, I usually recommend a few additional approaches when investigating network-related issues in Genesys Cloud:

1. Browser Developer Tools

• Check the browser console for WebRTC, ICE, STUN/TURN, or connectivity-related errors.
• Review network traces (F12 → Network) for failed requests, latency spikes, or websocket disconnections.

2. WebRTC Statistics

• In Chrome, use chrome://webrtc-internals/ to collect detailed call metrics such as packet loss, jitter, round-trip time (RTT), audio levels, codec usage, and ICE candidate selection.
• This is often one of the most valuable tools when troubleshooting intermittent audio issues.

3. Endpoint Network Tests

• Run continuous ping and traceroute/pathping tests to the relevant Genesys Cloud region during the reported issue window.
• This helps identify latency variation, packet loss, or ISP routing problems that may not appear in a quick connectivity test.

4. Firewall and Proxy Validation

• Verify that all required Genesys Cloud domains, ports, and protocols are allowed according to the Resource Center documentation.
• Many voice quality issues are ultimately related to SSL inspection, proxy interference, or blocked media ports.

5. QoS and Local Network Analysis

• Check whether voice traffic is prioritized correctly on the LAN/WAN.
• Review bandwidth utilization, congestion events, Wi-Fi signal quality, and potential packet drops on network equipment.

6. Packet Captures

• When necessary, collect a Wireshark capture during a live issue to analyze RTP streams, retransmissions, packet loss, and latency.
• This can help determine whether the issue originates from the endpoint, local network, ISP, or upstream path.

7. Genesys Cloud Performance Views

• Correlate user-reported issues with Voice Quality metrics and conversation details available within Genesys Cloud to identify whether degradation is isolated or widespread.

In my experience, Chrome WebRTC Internals + packet captures + firewall/proxy validation provide the most actionable information when the standard Genesys diagnostics do not reveal the root cause.

Regards

Hi @Satish Huzuru,

Besides the built-in Diagnostics page and the WebRTC Troubleshooter, I usually recommend a few additional approaches when investigating network-related issues in Genesys Cloud:

1. Browser Developer Tools

• Check the browser console for WebRTC, ICE, STUN/TURN, or connectivity-related errors.
• Review network traces (F12 → Network) for failed requests, latency spikes, or websocket disconnections.

2. WebRTC Statistics

• In Chrome, use chrome://webrtc-internals/ to collect detailed call metrics such as packet loss, jitter, round-trip time (RTT), audio levels, codec usage, and ICE candidate selection.
• This is often one of the most valuable tools when troubleshooting intermittent audio issues.

3. Endpoint Network Tests

• Run continuous ping and traceroute/pathping tests to the relevant Genesys Cloud region during the reported issue window.
• This helps identify latency variation, packet loss, or ISP routing problems that may not appear in a quick connectivity test.

4. Firewall and Proxy Validation

• Verify that all required Genesys Cloud domains, ports, and protocols are allowed according to the Resource Center documentation.
• Many voice quality issues are ultimately related to SSL inspection, proxy interference, or blocked media ports.

5. QoS and Local Network Analysis

• Check whether voice traffic is prioritized correctly on the LAN/WAN.
• Review bandwidth utilization, congestion events, Wi-Fi signal quality, and potential packet drops on network equipment.

6. Packet Captures

• When necessary, collect a Wireshark capture during a live issue to analyze RTP streams, retransmissions, packet loss, and latency.
• This can help determine whether the issue originates from the endpoint, local network, ISP, or upstream path.

7. Genesys Cloud Performance Views

• Correlate user-reported issues with Voice Quality metrics and conversation details available within Genesys Cloud to identify whether degradation is isolated or widespread.

In my experience, Chrome WebRTC Internals + packet captures + firewall/proxy validation provide the most actionable information when the standard Genesys diagnostics do not reveal the root cause.

Regards