Just noticed that inbound WebRTC sessions are experiencing intermittent audio dropout when the conversation triggers a ServiceNow screen pop via Data Action. The environment is eu-west-1, and the softphone version is 5.2.1.104. The issue appears specifically when the conversation.start event fires and immediately queues the REST call to the ServiceNow incident table. The WebRTC stream seems to stall for approximately 2-3 seconds, resulting in a noticeable silence gap for the agent. The network logs show no packet loss on the UDP stream, suggesting the issue might be related to thread blocking during the webhook execution or a misconfiguration in the Architect flow handling the digital channel handoff. The ServiceNow endpoint returns a 201 Created status, but the latency seems to be impacting the media path. Below is the payload structure being sent to the ServiceNow REST API. Has anyone encountered similar media path degradation when chaining Data Actions to immediate screen pops in Genesys Cloud? The integration works fine for voice-only flows, so the digital channel overhead might be the culprit.
{
"short_description": "WebRTC Audio Issue - Customer Inquiry",
"caller_id": {
"link": "/api/now/table/sys_user/abc123"
},
"u_gc_conversation_id": "conv_8f7d6e5c-4b3a-2109-8765-4321fedcba",
"priority": 3
}