Genesys Cloud - Main

Hi Lukasz Zwierko,

I haven't been able to find any relevant solutions to this issue. I'm experiencing the same problem with Dialogflow CX, but not with ES. It seems likely to be a system issue or a delay, but unfortunately we can't troubleshoot it ourselves without the logs mentioned in the video. I'm surprised I haven't seen anyone else discussing this in the forums.

Did you find an answer to your question?

Thanks!

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Nuttakorn Mungkalakiri
NTT (Thailand) Limited
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So in my case, I've also discovered that this delay was not only when switching to CX but also when transferring between Genesys inbound flows. I've measured that it was approximately 5s each time. To prove there is an issue I've made tests on 2 other Genesys instances - one on Frankfurt AWS and another one on USA AWS, same as the one I have had trouble with. On both of them there was no such delay.

With all this evidence I've oopened a support ticket and of course support did not find anything wrong... but just one morning a couple days later everything was fine, and the problem disappeared, lol. Of course support did not admit doing anything. Must be me just imagining things ;)

So, it's just my guess, but I believe that probably there was some sort of misconfiguration of the infrastructure my instance was run on, and they've moved it / restarted or whatever. Yea, I know it's "in the cloud" and should just work, but in the end it's just software, and I saw myself few times, in this case not on AWS but Azure, that strange poblems magically disappeared after removing objects and redeploying them, so there's that.

So If you have an access to a different Genesys instance I recommend checking and comparing results. The easiest way to measure switching time quite accurately is to play recording on flow start, then switch to CX and also play recording immediately. Then you can  clearly see in the conversation recording in Genesys what is the gap between end of sound in Genesys and start of sound from CX.

Hope that's of any use to you,

Łukasz

Hi Lukasz Zwierko,

I haven't been able to find any relevant solutions to this issue. I'm experiencing the same problem with Dialogflow CX, but not with ES. It seems likely to be a system issue or a delay, but unfortunately we can't troubleshoot it ourselves without the logs mentioned in the video. I'm surprised I haven't seen anyone else discussing this in the forums.

Did you find an answer to your question?

Thanks!

------------------------------
Nuttakorn Mungkalakiri
NTT (Thailand) Limited