Print this page

Refreshing Service Cloud Console webpage causes Live Agent to disconnect

Knowledge Article Number 000239965
Description Live Agent users are being disconnected from Live Agent when they refresh the entire Service Cloud Console page. 

This is expected behavior. Refreshing the entire Service Cloud Console can disrupt the Live Agent Session and terminate it, even though the Agent did not toggle Offline. The refreshing of the page can interrupt the connection between your Network and the Live Agent Servers, thus making it appear that the Agent is no longer online and causing a Connection error. 

Please only refresh the frame of the page that you are targeting, such as a record or a list view, but clicking on the appropriate Console refresh buttons. 

promote demote