What connection issue may cause missed calls and state change delays?

The answer lies in understanding how resource contention at the agent's workstation can directly affect call handling and state changes within the Service Cloud Voice environment. When multiple applications or processes simultaneously compete for limited system resources—such as CPU, memory, or bandwidth—this contention can lead to processing delays.

For instance, if an agent's workstation is running several resource-heavy applications alongside the voice service, the system may struggle to allocate sufficient resources to process incoming calls or manage the state during those calls effectively. This can result in missed calls because the system might not respond quickly enough to handle the incoming call notifications, or there could be significant delays in updating the call states—indicating whether the agent is available or on a call.

In contrast, while inadequate browser permissions, incorrect routing profiles, and faulty hardware components could also lead to issues, they operate on different mechanisms. Browser permissions would affect access to functionality but not directly lead to resource contention, incorrect routing profiles would primarily impact call flow rather than on an agent's workstation, and while faulty hardware might cause overall performance issues, it wouldn't specifically describe contention among processes. Thus, resource contention is a more precise cause for missed calls and state change delays in this scenario.