Just noticed that the WebRTC softphone connections are not populating in the real-time queue activity dashboard. The agents are logged in and handling calls, yet the metric counts remain at zero.
This discrepancy affects our SLA reporting accuracy for the Paris region during peak hours. The standard SIP trunks appear correctly, but the softphone segment is invisible.
Is there a specific configuration required in the Architect flow to ensure these channels feed into the performance views?
You need to verify that the Architect flow is explicitly setting the routingData attributes for the WebRTC channel. The real-time dashboard aggregates data based on the queue ID and channel type passed in the initial routing event. If the custom widget initiates the call but fails to pass the correct mediaType or routingData in the POST /api/v2/flexible-routing/queues/actions endpoint, the system registers the interaction as an external API call rather than a queued interaction. This is a common issue when migrating from standard SIP to WebRTC, as the softphone often bypasses the traditional IVR path. Ensure your widget’s JavaScript SDK is configured to send the routingData object with the queueId and priority fields populated. Check the flexible-routing logs in the Admin console to confirm the routing request payload matches the expected schema for real-time visibility.