Finesse - Issue in Popup on some inbound call

[tonnumcpe]

Hi All,

       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.

Best Regards,

Tonnum

[Quigath]

Are you always experiencing this issue? Can you reliably reproduce it?
Adding some screen shots of what you're seeing would be helpful.

[tonnumcpe]

Hi Quigath,

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?

[dekwan]

Hi,

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.

Thanx,

Denise