Is there a clean way to handle WebRTC softphone disconnections that incorrectly flag agents as unavailable in WFM adherence reporting? We are running Genesys Cloud version 2024.2 in a BYOC environment with our WFM server located in America/Chicago. Agents using the WebRTC softphone (version 2024.2) are experiencing intermittent disconnections lasting 5-10 seconds during peak hours. These brief disconnects cause the /api/v2/wfm/schedules/adherence endpoint to report agents as ‘unavailable’ or ‘offline’, which skews our schedule adherence metrics. The disconnections seem to correlate with network latency spikes in our Chicago data center. We have tried adjusting the WebRTC keep-alive settings, but the issue persists. Is there a specific configuration or API parameter to ignore short disconnections for adherence purposes? We need to ensure that brief network hiccups do not negatively impact agent performance scores. Any insights on syncing softphone status with WFM adherence events would be appreciated.
It depends, but typically the adherence engine relies on state changes, not continuous pings. a 5-10s gap often falls within the tolerance window, yet the endpoint may still flag it. check if the disconnect triggers an explicit ‘wrap up’ event. if not, the system might interpret it as an unexpected idle state.