Live Help Agent Console Poor Performance And / or Crashes (Doc ID 1669162.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version 1.0 to 1.0 [Release ATG v1]
Information in this document applies to any platform.

Goal

Our Customer Service department uses the Live Agent console to assist and interact with anywhere between 100 and 200 customers a day. Unfortunately the console runs into issues at random times that cause very inconvenient issues that not only impacts our level of customer service, but also our sales revenue.

Problem #1 - At random times, our CS staff report, "It seems there is about a 1 minute delay from when the chat begins, before I am able to communicate at all. It allows me to place the canned response text in the chat window but not send it but it does not allow me to type anything either. Also, it now often takes a while to send, remove or forward an email from my queue."

Problem #2 - The agent console periodically, and without warning, locks up and/or crashes while our CS staff are assisting customers.

We have read several of your KBs to try and rectify these issues, but have not had luck. We have tried clearing the Java cache, as well as only running Java 6 32-bit, but the problems still persist.

All of the CS machines run Win7 Pro 64-bit, and all but one of them has a minimum of 4GB or RAM. We have machines that have both Java 6 and Java 7 (both 32-bit and 64-bit) installed, or just Java 7 32-bit, and they don't have any issues. Then we have other machines with similar installs, and they have agent console issues. In fact, we have a machine that only has 2GB of RAM and Java 7 update 40 installed, and it works fine. On the flip-side we have a machine with 4GB of RAM and Java 6 update 45 installed, and the agent console is very slow to respond.

Does the agent console rely on the web browser binaries and dll files at all?

These two issues have been plaguing us for a couple of years now, so please help us resolve this problem.
 

Solution

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