Hello,

I am hoping someone may have some thoughts on an issue we recently started to see.  

We have emails routed to our agents from our external website.  When the email has sat in the agents Current Interactions for 2 hours or more and a call or callback is presented IC freezes.  If the Cookies and Site Data are cleared, IC will unfreeze after 3 - 5 minutes.  If not, the agent has to close out IC and their browser and relaunch and log back in again.  If the email is still in an agents Current Interactions and remains there without the agent replying, they will not see the issue again until another email comes in and goes through the same process of sitting for 2 hours or more.  We are seeing very high call volumes so our agents are not able to respond to emails right away.

When IC is frozen more often than not the agent is not able to refresh their browser or select anything on screen.

I have a ticket opened with Genesys which requests multiple logs and the IC logs. Because IC is frozen, the agent is not able to grab the logs.  

We are on PureConnect 2021R1 P4 and Firefox 8.9.

Any ideas or thoughts are sincerely appreciated!

Tina
#Routing(ACD/IVR)

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Tina Yocum
NorthWestern Corporation
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Barry Farrington
Senior Contact Center IVR & ACD System Administrator
FedPoint
fedpointusa.com
------------------------------

Original Message:
Sent: 07-07-2021 13:45
From: Tina Yocum
Subject: IC Freezes With Email Interaction

Hello,

I am hoping someone may have some thoughts on an issue we recently started to see.

We have emails routed to our agents from our external website.  When the email has sat in the agents Current Interactions for 2 hours or more and a call or callback is presented IC freezes.  If the Cookies and Site Data are cleared, IC will unfreeze after 3 - 5 minutes.  If not, the agent has to close out IC and their browser and relaunch and log back in again.  If the email is still in an agents Current Interactions and remains there without the agent replying, they will not see the issue again until another email comes in and goes through the same process of sitting for 2 hours or more.  We are seeing very high call volumes so our agents are not able to respond to emails right away.

When IC is frozen more often than not the agent is not able to refresh their browser or select anything on screen.

I have a ticket opened with Genesys which requests multiple logs and the IC logs. Because IC is frozen, the agent is not able to grab the logs.

We are on PureConnect 2021R1 P4 and Firefox 8.9.

Any ideas or thoughts are sincerely appreciated!

Tina
#Routing(ACD/IVR)

------------------------------
Tina Yocum
NorthWestern Corporation
------------------------------

Hello,

Thanks for the response.  When the agents see the freezing issue they receive a browser error stating that "This page (IC) is slowing down Firefox. To speed up your browser stop this page." The agents are not able to select the stop button that appears next to the message.

------------------------------
Tina Yocum
NorthWestern Corporation
------------------------------

Original Message:
Sent: 07-07-2021 14:24
From: Barry Farrington
Subject: IC Freezes With Email Interaction

We had a similar situation where the agent received the following error when trying to complete the email interaction.  IC closed within seconds of receiving the message.  We're a PureConnect Cloud client using Google Chrome Version 91.0.4472.124.  As a side note, these are actually voicemails that are captured via an overnight voicemail box capture process in Attendant and associated handlers.  The messages are then sent to IC via Exchange processes for processing on the next business day.

So far, no further instances have been reported, but it seems a bit too coincidental that we also had an issue with email interactions.  See the following attached image with the error message encountered.

------------------------------
Barry Farrington
Senior Contact Center IVR & ACD System Administrator
FedPoint
fedpointusa.com

Original Message:
Sent: 07-07-2021 13:45
From: Tina Yocum
Subject: IC Freezes With Email Interaction

Hello,

I am hoping someone may have some thoughts on an issue we recently started to see.

We have emails routed to our agents from our external website.  When the email has sat in the agents Current Interactions for 2 hours or more and a call or callback is presented IC freezes.  If the Cookies and Site Data are cleared, IC will unfreeze after 3 - 5 minutes.  If not, the agent has to close out IC and their browser and relaunch and log back in again.  If the email is still in an agents Current Interactions and remains there without the agent replying, they will not see the issue again until another email comes in and goes through the same process of sitting for 2 hours or more.  We are seeing very high call volumes so our agents are not able to respond to emails right away.

When IC is frozen more often than not the agent is not able to refresh their browser or select anything on screen.

I have a ticket opened with Genesys which requests multiple logs and the IC logs. Because IC is frozen, the agent is not able to grab the logs.

We are on PureConnect 2021R1 P4 and Firefox 8.9.

Any ideas or thoughts are sincerely appreciated!

Tina
#Routing(ACD/IVR)

------------------------------
Tina Yocum
NorthWestern Corporation
------------------------------