The Chat Console Is Locking Up And Chat Customers Are Seeing Message Indicating Agent Is Having Technical Difficulties (Doc ID 2003339.1)

Last updated on MARCH 02, 2017

Applies to:

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

Symptoms

On : NA version, Chat Infrastructure

ACTUAL BEHAVIOR
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The Agent Console was freezing and chat sessions ending. This occurred for all agents within a span of 15 minutes.

EXPECTED BEHAVIOR
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The agents working on the Console will handle chats/mail with no interruptions.

STEPS
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The issue occurred for all agents within a span of 15 minutes.  Support was unable to repro as the issue resolved itself.



BUSINESS IMPACT
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The issue has the following business impact:
Due to this issue, agents experienced lag and were unable to handle chats in the Console.

Cause

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