Genesys Cloud - Main

Hello. Is there any option to make a live troubleshooting or test with a live call?

Hello, @Michal Sabat.

For live calls, I think the dev tools of console will be the best way for live troubleshooting since you can see the console and network. 

You can use those guides to collect some logs if necessary.

https://help.genesys.cloud/articles/gather-console-logs/

https://help.genesys.cloud/articles/about-genesys-cloud-troubleshoot/

Yes, there are a few ways to do live troubleshooting during an active call in Genesys Cloud, depending on what exactly you are trying to validate (audio, SIP signaling, WebRTC, routing, Architect flow behavior, agent client issues, etc.).

For agent-side/live call troubleshooting, one of the most useful approaches is:

• Browser Developer Tools (Console + Network tabs)
• Genesys Cloud Troubleshooting panel
• WebRTC logs
• Interaction/conversation tracing

During the active call you can:

• inspect WebSocket/WebRTC failures
• monitor SIP signaling behavior
• identify ICE/STUN/TURN connectivity issues
• validate audio device selection
• capture packet/network errors in real time
• review API failures impacting the interaction

The built-in Genesys troubleshooting tools are also very useful because they generate correlation IDs and diagnostic information that Genesys Care can use later if escalation is needed.

For example, for WebRTC/voice quality scenarios, I usually validate:

• jitter
• packet loss
• latency
• RTP establishment
• microphone/speaker mapping
• browser permission issues
• VPN/proxy interference

Another extremely helpful method for production troubleshooting is using the Conversation ID during the live interaction.

With the Conversation ID you can correlate:

• Architect flow execution
• transfer/routing behavior
• participant/session metrics
• SIP events
• queue transitions
• agent connection timing
• tAcd/tTalk/tHandle metrics

For more advanced telephony troubleshooting, especially with BYOC/SIP trunks, you may also need:

• SBC traces
• SIP ladder captures
• PCAP/Wireshark analysis
• Edge diagnostics

The Genesys troubleshooting articles Arthur shared are definitely useful starting points, especially:

• console/network log collection
• Genesys Cloud troubleshoot panel
• WebRTC diagnostics

But in practice, combining:
live browser diagnostics + Conversation ID analysis + SIP/WebRTC tracing

usually gives the fastest root-cause identification during active calls.

Great, thank You.

One more question - Is there any way to run through configured call flow with some test call step by step to verify how all is working?

Hi Michal,

While Genesys Cloud does not currently provide a traditional real-time “step-by-step” debugger with breakpoints, you can use the Architect Debug feature together with Replay Mode to safely test and trace how a call flow executes before publishing it live.

The Debug feature lets you test a separate version of the flow and experience it from the caller’s perspective while also providing additional system information such as actions taken and decision outcomes during execution.

Once debug is enabled, you can place a test call using:

YourCallFlow-debug@localhost

This is very useful for validating:

• menus and routing logic
• prompts and TTS
• data action responses
• transfers and queue selections
• decision/task paths

Replay Mode is also very helpful because it allows you to review the executed path afterwards and inspect tasks, menus, variables, and decisions to understand exactly how the interaction progressed.

Another practical troubleshooting approach is writing key values into Participant Data during the flow. This can help expose:

• selected menu options
• API response values
• queue routing decisions
• error handling paths

Those values can then be surfaced in scripts, interaction details, or reporting for easier troubleshooting.

For more advanced integrations, some teams also use Genesys Cloud Functions as a middleware/debug layer to log request/response details and simplify troubleshooting of external APIs.

Helpful resources:

• https://help.mypurecloud.com/articles/test-a-flow/
• https://help.mypurecloud.com/articles/use-replay-mode-to-troubleshoot-an-architect-flow/

One important note from the documentation: currently the Architect Debug feature is intended for English-language flows and may not work correctly with additional/non-English languages.

Someone from the community may also have additional approaches or troubleshooting techniques they use in production environments.