Genesys Cloud - Main

Hello,

I would like to ask you if there as any good practice (something else than network and console logs) for troubleshooting network issues at agent's side ?

We have a scenario where agents complaint about the system slowness, Dashboard showing wrong data or previous states for agents , also call arriving and instantly dropping the agent in not responding state, in this case agent stating that the call was ringing only for 2 sec and then dropped him/her in not responding.

So all these situations , explanations are stating (for me) that network issues are in background , of course I would like to troubleshoot these, but I was thinking if there is anything else , a tools or something that we can use ?

Thanks,

Sandor

#SystemAdministration

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Sandor Berei-Ozsvath
NA
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Hi Sandor,

There is the inbuilt diagnostics for telephony to make sure everything is connected correctly if they are using WebRTC:  Run the built-in Genesys Cloud WebRTC Diagnostics app

but another common cause of for this is having multiple browser tabs/windows open: Why do multiple concurrent Genesys Cloud logins cause problems? and would be something to check

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hello Sandor,

One thing that I would recommend would be to make sure that the network traffic going in and out of Genesys Cloud is not blocked or affected by any deep packet inspection. If you have anything that interferes with the data that is sent and received in Genesys Cloud, it can cause issues like one way audio, an unresponsive client, login issues, etc.

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Jason Kleitz
Online Community Manager/Moderator
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