Finesse lost connection

[Mohd Khairul Nizam]

Hi
As more of our users WFH now, occasionally some users will have issue with Finesse lost connectivity. 
We are using VPN to connect to the internal network.
During the connection lost the VPN itself is still connected. 
Any advise on this on how can i assist users and tackle this issues. 

[Anthony Holloway]

It sounds like maybe you haven't done this, but did you check the Finesse client logs to see what error messages might be present? You can access the client logs by having the user click the send report link (lower right) and then using RTMT you can download them.

[bill.king1]

The biggest thing you need to clarify is if Finesse lost connection (with the red banner at the top of the screen) or if the agent was logged out (likely due to the phone losing connectivity) of Finesse.

To the agent it may seem like the same problem, but it is two completely different causes/systems involved.

[Mohd Khairul Nizam]

apparently yes, there is the red alert in the middle top something like "lost connection to <server name>"

jabber is still connected