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Live Agent Recommendations

Knowledge Article Number 000230038
Description
Recommendations
 
  • Utilize a modern browser

Salesforce recommends using the Salesforce Console with the latest version Chrome, Firefox, Internet Explorer 11, or Safari.  If the agent’s operating system is 64-bit, then utilizing the 64-bit versions of the browsers can provide additional performance benefits.  Salesforce recommends Chrome as the preferred browser.
  • At Least 8GB of RAM

When using the Console, browsers retain some memory in anticipation of future need. While browsers do cap their memory allocation, retention does have consequences.  Modern browsers do a much better job with this, with their faster JavaScript engines, greater native support, and better garbage collection.  Salesforce recommends at least 8GB of RAM with a modern browser for a performance Console experience.
If the browser works in a Citrix, remote desktop or container environment, it might be constrained in terms of how much memory to which it actually access.  For these desktop environments, the total addressable space of memory available to the browser also is important to consider.
 
  • Operating System
 
Salesforce recommends a 64-bit operating system.  In addition, the use of a 64-bit browser on operating systems that support them can provide additional performance enhancements to the agent experience.
 
Additional Performance Considerations

Custom components can be resource intensive and create a heavy load on the page. This can lead to a greater impact on memory.  All Visualforce and Canvas Custom Components, which may be used and added to a Console, are iframe-based.  These can be “heavy” on the page. In fact, some iframe components can be as heavy as an entire Console tab. When several of these are added to a single page layout, older browsers and low memory machines are sometimes unable to cope.
 
In addition to components, usage patterns play a role in performance. Some agents leave multiple primary tabs and subtabs open (upwards of 10-20). When there are several tabs open, each with a number of components, the memory footprint of the application grows and performance can be impacted.  In general, closing tabs when finished with them can improve overall performance.
Additional memory (> 8GB RAM) for resource intensive implementations can improve performance.
Resolution
Networking Recommendations

Background

Live Agent is a real-time web-based chat product.  Its users (Service Cloud agents and supervisors, plus end chat customers) are connected to its’ real-time server for chat functionality.  For agents and supervisors, this means:

 
  • Ability to set the agent’s chat status
  • Ability to receive incoming chat notifications
  • Ability to chat with customers (sending/receiving messages, transfer/conference, receiving transferred files, plus notifications in the Console, such as new messages, critical wait alerts)
  • Ability to view and use the Live Agent Supervisor Panel (to view queues, agents, chats)

Live Agent is reliant on network connectivity between the end users and it’s servers to provide these capabilities.  The following articles include recommendations for Live Agent and Salesforce to help ensure network connectivity from the Salesforce Console users.

Live Agent Connectivity

What are the Salesforce IP Addresses to Whitelist?

Other Considerations

Agents manage their chat availability through the Live Agent widget in the Salesforce Console, where an agent can make herself “Online”, “Away”, or “Offline” for chat.  An agent can only be logged to Live Agent for availability through one browser (window and/or tab) at a time.  If an agent who’s logged into Live Agent opens another browser and logins “again” to Live Agent, the user will be logged out of other existing Live Agent presence sessions.  In these cases, the agent will see a “Disconnect” message, in any browsers where they had been logged in to Live Agent.
 




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