Genesys Cloud - Main

We have 4 TM's those are facing this issues. Teammate disconnected the call with the wrap up code "disconnected". On checking the teammate's citrix connection, we could see that connection strength is poor. Please find the attached screenshot for reference. But in the ticket they have mentioned that the teammate is working from office so connectivity couldn't be the reason.  Can you please assist me what to do?

Scenario 1: after 1 minute couldn't hear both the teammate and member's voice

Scenario 2: As soon as the call lands, only the teammate's audio could be heard. Member's voice was not heard from the begining

We have 4 TM's those are facing this issues. Teammate disconnected the call with the wrap up code "disconnected". On checking the teammate's citrix connection, we could see that connection strength is poor. Please find the attached screenshot for reference. But in the ticket they have mentioned that the teammate is working from office so connectivity couldn't be the reason.  Can you please assist me what to do?

Scenario 1: after 1 minute couldn't hear both the teammate and member's voice

Scenario 2: As soon as the call lands, only the teammate's audio could be heard. Member's voice was not heard from the begining

You mention Citrix here.  Are your agents running Genesys Cloud via published browser app/desktop or VDI?  Are you using the WebRTC media helper?

We have 4 TM's those are facing this issues. Teammate disconnected the call with the wrap up code "disconnected". On checking the teammate's citrix connection, we could see that connection strength is poor. Please find the attached screenshot for reference. But in the ticket they have mentioned that the teammate is working from office so connectivity couldn't be the reason.  Can you please assist me what to do?

Scenario 1: after 1 minute couldn't hear both the teammate and member's voice

Scenario 2: As soon as the call lands, only the teammate's audio could be heard. Member's voice was not heard from the begining

You mention Citrix here.  Are your agents running Genesys Cloud via published browser app/desktop or VDI?  Are you using the WebRTC media helper?

We have 4 TM's those are facing this issues. Teammate disconnected the call with the wrap up code "disconnected". On checking the teammate's citrix connection, we could see that connection strength is poor. Please find the attached screenshot for reference. But in the ticket they have mentioned that the teammate is working from office so connectivity couldn't be the reason.  Can you please assist me what to do?

Scenario 1: after 1 minute couldn't hear both the teammate and member's voice

Scenario 2: As soon as the call lands, only the teammate's audio could be heard. Member's voice was not heard from the begining