AWA agent status updates intermittently not received by 3CLogic integration<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } It has been observed that intermittently when an agent updates their status it is not syncing with the 3CLogic integration. This issue can have multiple causes and it should be investigated on a case-by-case basis. In some circumstances the issue has been caused by: The 'Agent Chat' plugin not being installed (see KB1695484).An underlying performance issue on the instance which is causing Record Watchers to consume AMB resources and cause delays in the AMB channel. A known defect PRB2011118, which occurs on the first page load if the AWA agent presence state change event (agentPresenceStateWatcher) fires before OpenFrame CTI iframe has completed initialization (contentWindowInit is false), the initial presence update is silently dropped. The iframe never receives the agent's presence state that was set during this window.After the iframe finishes loading, subsequent presence updates are delivered normally since contentWindowInit is true.Only the first presence event — the one that arrives during the initialization window — is lost.