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Syndicated Conditional Chat: Polling
Answer ID 7934   |   Last Review Date 11/18/2018

How frequent is the polling to the chat server happening for Syndicated Conditional Chat Link Widgets?

Environment:

Customer Portal
Oracle Service Cloud

Resolution:

Optimizations were made recently to the SCCL (Syndicated Conditional Chat Link) to limit the amount of polling. Both the amount of time the visitor spends on the page and the wait times are considered before we start throttling the widgets. This is how SCCL works today:

  • Polls every 12 seconds for the first 5 minutes
  • Polls every 1 minute thereafter
  • If using Engagement Engine and if the expected wait time is > 1 minute, the above polling requests are further throttled down to ½ the amount of the expected wait time. So in other words, even if the widget were to poll, that doesn't necessarily mean that it will actually poll immediately; it will not poll until ½ the expected wait time has elapsed

Note: There are no configurations that control this mechanism.

Polling means that requests will be sent at the specified intervals to the chat server to check for agent availability.

For more information on chat estimated wait times, refer to this Answer Link:  Chat Estimated Wait Time

For additional information, refer to the 'Configuring the syndicated ConditionalChatLink widget' section in online documentation for the version your site is currently running.  To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

NOTE: In order to avoid reaching the maximum allowed user connections, it is not advisable to place more than one SCCL widget on the same external page. Doing so will result in double/triple etc. the requests that are made towards the server in the same defined time period. For more information on this topic please refer to Maximum Database Connections.

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