Office Depot Latency Issue (Doc ID 2030647.1)

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, Rules Engine

ACTUAL BEHAVIOR
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Office Depot Latency Issue CS #150316-000095

WebEx meeting in which we discussed the customer dissatisfaction with the changes that appear in the Gomez report as a result of converting from ATG chat to Rightnow chat

Highlights:
-We explained how the EE tag & RNT chat works to load content on pages.
-We confirmed that this issue is strictly related to "latency" showing in the Gomez reports and that this in fact DOES NOT affect the consumer experience
-We confirmed how quickly we are seeing the rules being loaded by the Oracle servers at an average of 6.7ms
-Answered other questions that they had
-Asked additional questions regarding their Gomez reports and confirmed that their issue is simply due to the fact that Gomez is showing a long load time for the EE tag

Actions:
-Oracle will get back to OD once we have a timeline for when asynchronous loading for the EE tag will be available
-OD will follow-up with Gomez and gain more understanding of the reports and find out what if they have a recommendation for scenario such as the EE/RNT tag
-OD (Justin) will update the code on their pages to be in the footer of the page (and possibly a few other changes that Khalid requested) and do some testing before they have a release on March 28
-OD may also update the way the code is loading, so that it loads over https instead of http
-OD will research to see if their Gomez reports for EMEA sites look similar or different to the Gomez reports for North America sites. We are currently working with the NA team because the issue reported is for Gomez reporting on the NA officedepot.com site
 

EXPECTED BEHAVIOR
-----------------------
Gomez report to show decrease in load time.


BUSINESS IMPACT
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The issue has the following business impact:
Due to this perceived latency issue, Office Depot management believe there is customer impact.

Cause

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