We receive two kinds of what appear to be intentional timeouts. If a customer has navigated to a site or has an active tab that is not in something where we have co-browse available, the agent will eventually timeout. Additionally, If the agent is inactive for a duration (don't know exactly how long as we've only seen this message once while testing) the customer will get a timeout message that the session has disconnected due to agent inactivity. These weren't drops, the messages on the screen indicated they were timeouts.
Posted: 4 years ago
Posted: 30 Oct 2017 17:11 EDT
Amit Patel (Amit_Patel)
Director, Application Engineering, Customer Service Digital
Hi Dan, these timeouts that you have mentioned, are they during a chat session or during a co-browse session ? The original post was around Chat. If you are seeing timeout and disconnects during a co-browse session, that's a completely different topic. I think you may want to open a ticket with GCS to investigate. Both posts that you made today seem to be centered around co-browse issues and should be reported to GCS.