Genesys Cloud CX

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  • 1.  WebRTC related Audio Quality issue Debugging

    Posted 10-04-2022 09:28
    Hi All

    Can any one guide me to trouble shoot audio qualities reported by agents on WebRTC. We don't get get much information other than MOS score. What is observed even with good quality of MOS value above 4.4 ..we find audio quality issue in actual call.

    Please suggest further debugging steps or tools to find RCA for audio issues on Genesys wit WebRTC phones.


    Best Regards
    Manjunath D V
    #DigitalChannels
    #QualityManagement
    #Telephony

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    Manjunath Dodda Veeranna
    NationsBenefits, LLC
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  • 2.  RE: WebRTC related Audio Quality issue Debugging

    GENESYS
    Posted 10-04-2022 09:53
    Hi Manjunath,

    There might be several factors affecting the performance of WebRTC in certain situations.Long roundtrip times, packet losses or substantial jitter count will  defintely have an impact on overall audio quality.

    If you've gone through the Genesys Cloud WebRTC Diagnostics app (https://help.mypurecloud.com/articles/run-the-genesys-cloud-webrtc-diagnostics-app/) and the diagnostics come clean, you may refer to some additional troubleshooting steps offered through the resource center, particularly through this link - https://help.mypurecloud.com/articles/troubleshoot-genesys-cloud-webrtc-phone-admins/.

    If the issues persist, then please do not hesitate to open a case with Genesys Product Support so that our engineers may obtain call samples and analyze the underlying causes of any audio quality issues that you are experiencing and propose a resolution.



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    Gabe Ladios
    Genesys - Employees
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