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.
Thank you for your review.
I think the problem is worse than I expected. In fact when Chrome kills the Finesse tab and the agent is in "Talking" state, not only the Talking state duration will be tampered, but also the call statistics, including the "Talk Time" in "Detailed Call CSQ Agent Report" will be wrongly counted (since Finesse transitioned from Talking to Logout, but the call is still in progress).
I have read the link you posted, seems that everybody is angry about this enabled by default feature.
The worst thing is that this will be unpredictable (as long as Chrome doesn't exclude Finesse tab as an option to discard) when the agent uses many tabs. Here's what it looks like when Finesse tab is killed, this is easily reproducible. (for reliabilty purpose, I think Finesse should not enter in competition with other tabs, such as Youtube)
I'm clueless about that.
This seems to have some pretty wide-spread connotations. I noticed today that deploying an OVA with vSphere Web Client in Chrome kept failing over and over. It worked as soon as I kept the tab visible the entire time.
I would think this would affect any sort of upload going on in the background of another tab.
That's how it worked in the past so a lot of tabs would start to cause performance issues on your PCs.
It looks like you can disable for specific tabs at the chrome://discards page but that has to be done each time the browser is restarted so you can't necessarily always exclude Finesse.
The chrome://discards/ page shows some interesting info. Some sites are marked as not available for freezing or discarding. The reason given for my servicenow site is "Origin has been observed updating favicon while backgrounded." So it seems there is a certain way to make a page so chrome won't discard it. If that could get added to the Finesse site, it could help solve this issue.
There is also another thread on here that is worth looking at. https://community.cisco.com/t5/contact-center/50002-what-is-considered-statistically-normal-versus-high/m-p/3746024