Trying to understand why WebRTC session metrics are absent from the standard agent performance views despite active connections.
Our environment runs Genesys Cloud EU1 with the latest WebRTC softphone deployment. Agents report successful audio quality, yet the Queue Activity and Agent Performance dashboards show zero interaction data for these sessions. The Architect flow routes correctly to the queue, but the analytics pipeline appears to drop WebRTC-specific events. Is there a specific configuration in the Analytics settings or a known limitation with WebRTC event ingestion that prevents these metrics from populating? We require accurate handle time and talk time data for billing purposes, and the current gap creates significant reporting discrepancies.