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Environment:
Chat, Browser UI
Oracle B2C Service 

For Chat agents working in Browser UI, being aware of the status of their Internet connection is important, as messages sent by an agent while the network is slow may not reach the end user in due time. 

 

When a slow network is detected for a BUI agent handling chats, the agent should see a system message indicating such: “Message delivery is delayed.” When the network has stabilized, the agent will see a system message indicating such: “Message delivery has stabilized.”

 

 

When the agent client notices that requests are queueing up (i.e. the agent's messages cannot be sent right away and the queue of messages to be sent exceeds 2 requests), then a message will be shown that the messages are being sent with a delay. It will continue to do so when the queue is bigger than 2 requests. As soon as the queue size is 2 or lower, the message will be shown that the message delivery has stabilized. This messaging is there to notify the agent that messages might take a little bit longer to arrive at the end user. Unless the request fails due to timeout, the message should reach the end user with a delay. In case the request times out, an exclamation mark in the speech bubble will tell the agent that that specific message could not be delivered and needs to be resent. It should look like this (the message appeared if hovering):

If the Chat server does not receive any response from the agent client in the time specified in the site's configuration settings, the agent's chat session will be terminated automatically and any active chats will be transferred back to queue. See also Answer ID 8282: Chat Presence Management.

 

 

Once the connection has recovered, provided that agent's Chat session has not been terminated in the meantime, the messages sent by the end user during this time should arrive in a (bigger) batch. 

 

Not all agent messages may still qualify to be sent to the end user. If needed, the agent can also open the developer tools to see the size of the queued messages to get an indication which part of the conversation is still pending to be delivered). A warning should be visible in the Console tool logs with a message like this one: "Slow network detected; Queued requests: 4; Interaction status notification has been temporarily disabled." The number 4 in this example indicates that there are 4 agent messages that were sent, but not received yet. Please note that this only happens for more than 2 messages, as mentioned above.

 

 

If the issue occurs often, as a first step in the investigation, we recommend working with your local IT or network team to investigate the connectivity between the affected workstation(s) and the Oracle B2C Service environment. This should include reviewing network logs, firewall and proxy configurations, VPN stability (if applicable), and any endpoint security software that could be interrupting or filtering the connection. 

 

Once any potential network-related causes have been ruled out, we will be happy to continue assisting with further investigation. For such investigations, the agent should gather Developer Tool logs (Console and Network) while the issue happens, following the steps provided below. These logs, along with screenshots and the description of the issue should be reported via a Service Request to Oracle B2C Service Technical Support. 

 

Once the unexpected message appears, the agent should follow these steps to gather relevant logs:

1. Press F12 key on the keyboard to open Developer Tool Logs

2. Click the Network tab, which will start recording the network calls

3. Click the Console tab. Make sure 'All levels' are checked

4. Send one or two other responses in chat to the end user

5. Once the message appears again, take a full uncropped screenshot showing the Browser UI and the Console tab open 

6. Save the Console log by right clicking on console log area > Save as

7. Click the Network tab once more > click the download arrow for Export HAR (sanitized)..

8. Submit both logs and the screenshot in a Service Request

 

See also:

 

Additionally, traceroute results to our servers may also be useful in identifying the root cause of the issue. See Answer ID 1104: Running a traceroute.