Need some help troubleshooting WebRTC softphone audio dropouts during WFM shift swaps
We are experiencing intermittent one-way audio issues when agents execute shift swaps via the WFM self-service portal. The audio cuts out specifically when the schedule change triggers a queue reassignment in the background. This seems to happen right as the new shift becomes active.
Environment details:
- Genesys Cloud version: 24.5.0
- Cluster: Chicago
- Integration: Native WFM sync with BYOC
- Softphone: Genesys Cloud WebRTC softphone (Chrome 120+)
The issue is reproducible when an agent swaps into a shift with a different IVR routing configuration. The softphone connects, but audio fails within 30 seconds of the schedule publish. No errors appear in the softphone console, but the WFM logs show a successful publish.
We have tried clearing cache and restarting the softphone, but the problem persists. Any insights into whether this is a known latency issue with WFM schedule publishing affecting WebRTC sessions? We need to ensure smooth transitions for our Chicago-based team during peak hours.