I have had quite a few problems with Chome and with Firefox when using finesse. Things like the mouse stops being able to make selections in finesse.
2 days ago I started to use Opera. I have not had any issues. It may be something to check out.
Its not just Chrome its FireFox as well version 69.0.1
This happens when an agent is idled on something, meeting, training, and most commonly Lunch and break. A majority of them occur when idled for breaks and lunches, but also when an agent has started the log out process. So I don’t think calls are being affected, just not accounting for the idle times.
Since it happens most frequently to Rebecca, I asked her what she was experiencing. When an agent comes back to their phone, Finesse has a message on the screen that says “Waiting to Reconnect” and will stay in that state until it reconnects, which can take 10 or 15 minutes. But if an agent refreshes the screen, they can log back in.
I looked at a report from September last year and found it was occurring then. I don’t know how far back, I didn’t notice it as a problem until I found it happened to Rebecca almost every break or lunch one week.
Here are a few examples of what status an agent was in when the Connection Failure occurred. As you can see it occurs with agents in various states, including Ready. Angela’s second example, while Talking, may have interrupted the call, but she doesn’t remember if it was after the call had ended.
Angela 2005 10/13/19 2:58:09 PM Ready 0:06:17
Angela 2005 10/13/19 3:04:26 PM Logout Connection Failure 0:00:00
Angela 2005 10/15/19 1:25:27 PM Talking 0:09:31
Angela 2005 10/15/19 1:34:58 PM Logout Connection Failure 0:00:00
Bobbie H 2125 10/15/19 2:43:47 PM Not Ready A Sign Out 0:01:03
Bobbie H 2125 10/15/19 2:44:50 PM Logout Connection Failure 0:00:00
Charles H 2163 10/16/19 10:17:33 AM Not Ready Lunch 0:32:56
Charles H 2163 10/16/19 10:50:29 AM Logout Connection Failure 0:00:00
Rebecca P 2123 10/16/19 2:00:34 PM Not Ready Break 0:02:55
Rebecca P 2123 10/16/19 2:03:29 PM Logout Connection Failure 0:00:00
Stacy M 2011 10/17/19 10:03:31 AM Not Ready Call Backs 1:16:23
Stacy M 2011 10/17/19 11:19:54 AM Logout Connection Failure 0:00:00
Is there any logging on FF which shows this happening? Curious if there's a way to mitigate?
wow I have TAC case open due to Finesse v11.6 as we are using IE for Finesse agents and was advised to use FF. Great day.
I can't say for certain, but if you're using Firefox 69, that means you're using the non-ESR (aka regular) version. There are several instances where Cisco specifies using the ESR version, so you might want to give that a try to see if it makes a difference in this case/behavior. Here's the compatibility matrix about it for instance.
Here's hoping that no one on this thread had to deal with this issue.