Overview

WebRTC Internals is a built‑in diagnostic tool available in Chromium‑based browsers. Sprinklr Support may request a WebRTC Internals dump when investigating issues with voice calls that use WebRTC, such as connection failures, audio quality issues, dropped calls, or Nailed Up session behavior.

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This tool records detailed call‑level information, including connection setup, audio device usage, ICE candidates, and real‑time network behavior during WebRTC calls.

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This article outlines steps to generate WebRTC Internals dump in Google Chrome or Microsoft Edge so the Sprinklr Support Team can troubleshoot issues related to real‑time voice calls.

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Intented audience for this article include Contact center supervisors, IT administrators, and users who are troubleshooting WebRTC call failures, audio issues, or call‑connection problems.

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Supported Browsers and Access URLs

Open the appropriate URL for your browser:

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Before You Begin

• Close other Sprinklr tabs to avoid capturing irrelevant call sessions.

• Keep the WebRTC Internals tab open throughout the entire call.

• If using the Nailed Up feature, a WebRTC session may begin automatically.

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Steps to capture WebRTC Internals Dump

Follow these steps to generate WebRTC Internals dump:

Step 1: Open WebRTC Internals

1. Open a new browser tab.

2. Enter the following URL based on your browser:

   • Chrome: chrome://webrtc-internals

   • Edge: edge://webrtc-internals

3. Keep this tab open. You will return to it after the call ends.

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Step 2: Initiate a WebRTC Call in Sprinklr

1. Open a separate tab and log in to Sprinklr.

2. Set your status to Available.

3. Start a WebRTC call in one of the following ways:

   • If Nailed Up is enabled for your account, a WebRTC call will start automatically.

   • Otherwise, make a manual outbound call from the Sprinklr interface.

The WebRTC Internals tab will automatically begin capturing call activity.

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Step 3: Download the WebRTC Internals Dump

After the call ends:

1. Return to the WebRTC Internals tab.

2. Scroll to the top-left section of the page.

3. Expand Create a WebRTC-Internals Dump.

4. Ensure the Compress result checkbox is unchecked.

5. Click Download.

The browser will download a file named webrtc_internals_dump.txt.

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Step 4: Share the Dump with Sprinklr Support

Attach the downloaded file to your support ticket.

Sprinklr Support will analyze the dump to identify call‑level issues, connection problems, or network characteristics affecting WebRTC performance.

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