Finesse - Issue in Popup on some inbound call. I found a problem some the inbound call don't popup of the customer detail. Who is have found a problem with me? Or Who have troubleshot for this case? Please see attachment.
This is an intermittent issue. We usually get around 1 call out of 10, about 2-3 calls in a normal working day. We don't know how to repro this yet.
What agent usually sees is, a call comes in and agent status goes into "Reserved" then they have to wait 20 or more seconds to get a pop up.
Today instance, agent reported to wait more than a minute to get a pop up.
From agent log (see attached pic), we can see a gap in the log for 27.41 sec.
where should we take the trace from next? what could have caused the delay? could it be related to agent's PC Performance?
I would take a look at the corresponding webservices logs to see when the Finesse server sends the notification and see how big the delay is. Then, I would use wireshark to see the network traffic to find if the issue is on the server or client side.
If you are unable to figure it out yourself, I would suggest opening a TAC case since it seems like everything you are doing is out of the box with no customizations.