Best Practices for Maintaining a Stable SSE Connection

Here are some of the best practices to be followed for a stable SSE connection:

1. Verify whether the affected agent refreshed the browser or had multiple Salesforce tabs open at the time of the reassignment event, because these actions may affect the existing SSE connection.
2. Follow the best practice of not keeping duplicate browser tabs open with the Service Console in order to help maintain a stable SSE connection.
3. Disable sleep/hibernate/battery saver during shifts. Set power plan to never sleep while plugged in, and ideally while on battery during active hours.
4. Turn off browser tab discarding / memory saver. Chrome/Edge "Memory Saver" (and edge://discards, chrome://discards) can suspend the Omni tab in the background, which freezes the SSE connection. Exclude the Salesforce/console domain from tab discarding, and keep the console tab pinned/foregrounded.
5. Keep the agent on wired or stable Wi-Fi. Intermittent Wi-Fi (roaming between APs, weak signal, sleep-on-idle Wi-Fi adapters) produces the same half-open drops. In Windows adapter settings, disable "Allow the computer to turn off this device to save power" on the network adapter.
6. Check VPN and corporate proxy idle timeouts. Many VPNs/proxies silently kill long-lived streaming connections after an idle period even though the server pings every ~20s. If agents are on VPN, test the same agent off VPN/on a hotspot — if the drops stop, the VPN/proxy is the culprit. Ask IT to allow long-lived SSE connections (no idle cutoff) to the Salesforce SCRT endpoints.
7. Allowlist the SSE endpoints end-to-end. Make sure *.salesforce-scrt.com (the event router SSE endpoint) is allowlisted through firewall, proxy, SSL-inspection, and any Zscaler/CASB-type agent — and excluded from SSL/streaming inspection, which frequently breaks SSE.
8. Disable connection-severing browser extensions. Ad blockers, privacy/VPN extensions, and some security agents cut streaming connections. Test in a clean profile with extensions disabled.