Hello all,
We have a Contact Center Express deployment 11.6(2) and the agents use Finesse on Chrome.
Our reporting team noticed in the "Agent State Detail Report" that many agents are frequently getting Logged out with the cause "Connection Failure". Now Cisco documentation tells that some possible causes are "Finesse tab closed" or "browser crashed".
Digging further on this issue we found out that during an active call (the agent is going back and forth through the CRM, the Ticketing, the Monitoring portals etc.) and after a while (few minutes or so), when the agent returns back to Finesse tab, the tab immediately refreshes like if he's logging in freshly.
After some troubleshooting, it seems that when the RAM of the Agent PC gets low, Chrome kicks in a new feature called Automatic Tab Discarding, which is basically killing the Finesse tab...
This feature can be disabled in Chrome through chrome://flags, or I can selectively prevent the Finesse tab from being discarded in chrome://discards/ (but the latter is not persistant i.e. when we close the Finesse tab and reopen it, we have to prevent it from being discarded again...)
The problem is that there's no way to implement an enterprise-wide solution (as far as Google documentation is concerned) to disable this *catastrophic* feature causing outage for Finesse when many tabs are opened in Chrome.
Our supervisors are using the "Agent State Detail Report" in order to count the "Not Ready - Coffee Pause" that each agent took, however, when the 'Logged-out Connection Failure" kicks in, the count of Not Ready stops. (ie the agent put himself Not Ready and goes for a 10-minute pause before returning to Ready state, and the logout Connection Failure appears after 3 minutes, then the Not Ready State stops after 3 minutes)
Do you guys face this issue ? How are you dealing with it ? Is there a way to implement an enterprise-wide solution (GPO for example) for it ?
Thank you for your inputs.
