This week we spent lots of hours trying to figure out why our softphone integration was having issues.  We opened a Genesys case and uploaded the appropriate logs to them.  They found that GCBA hadn't been updated.  The customer updated it, no change, softphone still having issues.  We approached our AppFoundry vendor that provides the Pega and ServiceNow integration to the Genesys Embeddable Framework.  They took the same set of logs that we sent to Genesys Support and immediately came back that Chrome & Edge were blocking the 3rd party cookies that the embeddable framework uses and was generating and EXCESSIVE amount of logging related to the 3rd party cookies.  One log file had the following in it:

Third-party cookie will be blocked. Learn more in the Issues tab.
3600902 log entries are not shown.

The last log entry was after about 30K lines of the 3rd party cookie message.  It turned out that Chrome was logging so many errors on the cookies that it couldn't do much other work and the softphone would get out of sync with the actual state of the agent in GCX.  The agent wouldn't be able to disconnect or transfer a call, etc.

For now, the customer has enabled the 3rd party cookie options in Chrome & Edge and this has temporarily resolved the issue.  Genesys is supposedly working on changes to the embeddable framework to use browser storage instead of the cookies.  I can't find an idea of it, but it references in the GCX documentation site.

Wanted to put this out there to hopefully help someone else that runs across the same sluggishness in the softphone to check the 3rd party cookie settings and check the logs for the 3rd party cookie log error messages.