Quick question about Softphone registration failures during peak shift swap hours

WemWiz · February 19, 2026, 7:04pm

We are seeing a spike in WebRTC connection drops specifically when agents execute approved shift swaps via the WFM self-service portal. The issue manifests as intermittent SIP/2.0 408 Request Timeout errors for agents logging in during the transition window.

Environment:

Genesys Cloud CX Version 2024.04
Region: US East
Python SDK: 2.58.0
Client: WebRTC Softphone (Chrome 120+, Firefox 121+)

The problem seems tied to how the system handles capacity calculations for digital messaging channels when agents are on approved shift swaps. Agents report that their softphone status flips to “Unavailable” or “Busy” unexpectedly, preventing them from receiving incoming voice calls. This is particularly problematic for our workforce scheduling coordinator team, as we publish schedules weekly and rely on accurate adherence data.

Here is the payload we are sending to validate the shift swap:

{
 "swap_request_id": "req_12345",
 "agent_id": "agent_67890",
 "start_time": "2024-05-15T08:00:00-05:00",
 "end_time": "2024-05-15T16:00:00-05:00",
 "skills": [
 "voice_support",
 "digital_messaging"
 ],
 "capacity": 1.0
}

We suspect the issue might be related to how the system processes the capacity field during the swap validation phase. When the swap is approved, does the system immediately update the agent’s available channels, or is there a delay that causes the softphone to lose its registration?

Has anyone encountered similar behavior with shift swaps and softphone registration? We are looking for best practices to ensure seamless transitions without disrupting agent availability. Any insights into how to handle capacity calculations for digital messaging channels during these swaps would be greatly appreciated.

Thanks in advance for your help!