Why does this setting in the WebRTC softphone configuration appear to decouple real-time agent status from the metrics displayed in the Performance dashboard? We are observing a distinct latency issue within our EU-West BYOC environment that is impacting our ability to trust the real-time occupancy data.
The specific scenario involves agents utilizing the native Genesys Cloud softphone via Chrome v120 on Windows 11 workstations. When an agent initiates a voice call through a standard Architect flow, the softphone registers as ‘In Call’ immediately. However, the Queue Activity view and the Agent Performance widget continue to report the agent as ‘Available’ or ‘Not Ready’ for approximately 45 to 60 seconds. This delay is not consistent with the sub-second update rate we expect from the platform’s real-time data pipeline.
We have verified that the network conditions are optimal, with WebRTC stats showing stable jitter and packet loss below 0.1%. The issue persists regardless of the specific queue or skill assignment. Furthermore, this discrepancy is isolated to voice interactions initiated via the softphone; calls routed through SIP trunks to desk phones update the dashboard status almost instantaneously.
The business impact is significant, as our workforce management team relies on these real-time metrics to make immediate staffing adjustments. A minute-long lag in status updates leads to inaccurate service level calculations and delayed interventions during peak volume periods. We have attempted to clear browser caches and re-provision the softphone settings, but the latency remains.
Is there a known configuration parameter or dashboard refresh interval that governs this synchronization delay for WebRTC sessions? We are particularly interested in understanding if the Architect flow’s ‘Transfer’ or ‘Play Prompt’ actions are contributing to this status reporting lag, or if this is a platform-level limitation within the EU-West region’s performance reporting engine. Any insights into resolving this data alignment issue would be greatly appreciated.