Troubleshooting Guide for Intermittent issues in Agent Chat and AWA - Support and Troubleshooting

Troubleshooting Guide for Intermittent issues in Agent Chat and AWA .mce-toc { background-color: #f7f7f7; padding: 10px; border-radius: 5px; border: 1px solid #dedede; width: 70%; min-width: 500px; } Table of contents Overview Common questions in all types of Intermittent issues Browser-related questions The Network-related questions Connectivity Issues User-specific Questions How to store HAR files Agent Chat Messages are lost or disappearing Agents are not able to accept chat or when an agent accepts chat, accept or reject button greyed out Work items do not appear in the inbox of Agents. Agent Notifications Inbox notification Browser notification Audio notification Flow Diagram Overview We often come across intermittent issues with Agent Chat and Advanced work assignments. This Knowledge article is designed to give guidance to Support and customer to provide correct information at right time in order to narrow down issues quicker.

If you like to have a quick look at Flow Diagram then please click here .

Common questions in all types of Intermittent issues 1. Browser-related questions:-

The issue is replicated in all browsers? The issue is replicated in an incognito browser as well? Whats the browser versions? 2. The Network-related questions:-

Any network issue at Agent/ End-user side when the issue was happening? Any company-specific VPN network was used? Is this same issue happening using personal wifi/hotspot? Is this same issue happening on a personal computer? Refer Docs or KB0516752 for further information 3. Connectivity Issues:-

Internet speed was good? Any other websites were affected? Websocket issues. Please refer to KB0819286 -Chat connectivity issues when working from home with useful information to look for. 4. User-specific Questions:-

All Users are impacted? All users are from the same region? All users are from the same domain? [ In case of instance is domain separated ] 5. How to store HAR files:-

Agent opens "Agent workspace" Agent inspects network on Browser. Agent refresh browser. Agent wait for evidence when an issue occurs Agent exports HAR files without refreshing the browser again. Additional information can be found here:- KB0655923 - Gathering network information for an Intermittent Issue

AMB Messages are extremely important in HAR files at times. So better to follow as per the below screenshots.

Agent Chat 1. Messages are lost or disappearing Please ask a couple of questions listed below to narrow down this issue further.

Is this issue happening only at Agent Side? If yes then... Are there many tabs open in the Agent workspace? If there are too many tabs open, it can cause issues. Did Agent login to multiple sessions with Service-now.com? At the same time, end-user was able to receive messages? Is this issue happening only on the End-user side? If yes then... Did the end-user have too many browser tabs open? Did the end-user log in to multiple browser sessions? Did the sys_cs_message.list table have all messages stored? Did the sys_amb_messages.list table has all messages stored? Did Agent send a particular message to the end-user and did the issue happen? If yes, then... What was that message? any video file? Try to reproduce with similar types of messages in OOB. Chat questions? Is this issue happening to only one conversation or multiple? If there are multiple conversations then is there any pattern? Is refreshing the browser resolve the issue temporarily? Known Issues:-

KB0998084 - Rome - Agent chat shows blank window after agent sends video file using autopilot topic KB0998442 - Agents with an inactive channel user profile may not receive AMB updates for new conversation messages 2. Agents are not able to accept chat OR when an agent accepts chat, accept or reject button greyed out Known Issues?

KB0965904 - Inbox cards can timeout too quickly, or not show at all, if the agent's local clock is out of sync with the instance's clock KB0962935 - Work Item Accept button is greyed out for few seconds in case of record watcher performance issues or AMB slowness Please ask the following questions to narrow down this issue further.

Ask all relevant questions from Common questions in all types of Intermittent issues Is user-facing any other Ui issues? Any browser console errors? The refreshing page allowed users to accept chat? Is this chat/interaction got transferred from another agent? is Transfer happening multiple times? Try reproducing the same steps on OOB. Check node logs, is there any error at the time of issue? 3. Work items do not appear in the inbox of Agents. Please ask all relevant questions from the section Common questions in all types of Intermittent issues to narrow down this issue further. Is this issue happening after a certain time for example? 45 mins / 1 hour? Websocket connectivity issues? Please refer - KB0819286 Is this because of multiple agent chat transfers? Known Issues:-

KB0965272 - Aggressive Work Item Fetching for Agent Chat delays or not appearing on the UI when offered due to intermittent network issues KB0963764 - sys_cs_channel_user_profile does not get created for agent when they get a chat transfer before a chat request Agent Notifications 1. Inbox notification Is it Work items are not appearing in Agent Workspace Inbox? If yes then please check "Agent Chat -> Work items do not appear in the inbox of Agents" 2. Browser notification Is it a Browser notification issue? Make sure respective browsers are allowed to send notifications from Service-now.com websites. Make sure respective notifications are turned on as per the below screenshot. 3. Audio notification Is it an Audio notification issue? Are you facing any known issues? KB0958201 - Inbox Audio Alerts should trigger when an item comes in the inbox regardless of the agent's focus KB0995140 - Audio notification doesn't come through for first chat when the browser tab is out of focus The issue is specific to the user and their browser? [ Worth checking the following solution?] KB0995212 - Inbox audio and desktop alert are delayed when the Agent Workspace browser tab has been out of focus for 5 minutes or more KB1080184 - Agent hears phantom audio notifications or desktop notifications Flow Diagram