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Omni-Channel or Chat widget disconnects when an agents lock or puts their computer into sleep-mode

Publiseringsdato: Oct 13, 2022
Beskrivelse
Agents may need to step away from their computer for various reasons and as such, they will likely lock or put their computer to sleep. However, when that agent comes back to their computer to continue taking work, they may notice that they either have had their status toggled to an offline state "Offline" via the widget or the widget displays a connection error. The agent then needs to either toggle back to an "Available" or "Online" status or refresh the browser tab.
Løsning
This is expected behavior and occurs due to Omni-Channel and Chat being real time products which require a constant and stable internet connection. When a computer is locked or placed into a sleep-mode state, certain functions are terminated. When this happens, Omni-Channel or Chat is not able to reach the client's servers and thus deems the connection to be lost and terminates that session. If your agents need to leave their computer, it's best for the agent to first change the status via the widget to an "Offline" state until they are ready to resume work.
Knowledge-artikkelnummer

000384030

 
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Salesforce Help | Article