FAQs: WebRTC

The built-in WebRTC Diagnostics app may not load properly due to SSO vendor policies. If you encounter this situation, you need to run the standalone Genesys Cloud WebRTC Diagnostics app.

No. Genesys Cloud does not natively provide QoS for WebRTC phones. Instead, Genesys Cloud provides you with the Mean Opinion Score (MOS), which is a measurement of the voice quality of an interaction. To calculate MOS, Genesys Cloud uses an industry standard measurement methodology to rank audio quality from 1 (unacceptable) to 5 (excellent). You can view the MOS values in the Interactions view. For more information, see Mean Opinion Score (MOS) Overview and Interactions view.

WebRTC applications require a server to relay traffic between the clients over the internet. The server that relays that traffic is called a TURN (Traversal Using Relay NAT) server. TURN is a protocol for relaying network traffic.