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Agent Lagged - Agents automatically being paused

Added by Chris M over 9 years ago

Greetings,

I have an issue with agents automatically being paused. When I look at the agent activity is says Pause Code = Lagged.
The hardware is a stock standard Dell Poweredge 2950 server. We do not have any specialist telephony hardware installed on the server.
The load average rarely goes above 6%
We reboot the server almost every day. I think the problem occurs less if we reboot regularly.
The agents are all using 2 year old Dell Vosto’s with Bria softphones.
I have read a number of posts on this topic. I can confirm the PC’s are not going into sleep.
Any advice would be appreciated

Hostname: go.goautodial.org
Listening IP: XXX
Kernel Version: 2.6.18-398.el5 (SMP)
Distro Name: CentOS release 5.11 (Final)
Uptime: 1 days 35 minutes
Load Averages: 0.25 0.20 0.12
4.24%


Replies (7)

RE: Agent Lagged - Agents automatically being paused - Added by Levy Ryan Nolasco over 9 years ago

Hi,

You also need to check the connections within your network. Check also the Phone extensions latency from agents workstation to your server.

Regards,
Levy Ryan

RE: Agent Lagged - Agents automatically being paused - Added by Chris M over 9 years ago

Levy Ryan Nolasco wrote:

Hi,

You also need to check the connections within your network. Check also the Phone extensions latency from agents workstation to your server.

Regards,
Levy Ryan

Hi,

Thanks for your reply.

The latency from agents workstation to my server is excellent.

RE: Agent Lagged - Agents automatically being paused - Added by Demian Biscocho over 9 years ago

Looks like the agent's web browser session to the GOautodial server is being disrupted. This can be caused by a number of things:

1. Network connectivity
2. Overloaded workstation (web browser not getting enough CPU resources)
3. Overloaded server

RE: Agent Lagged - Agents automatically being paused - Added by Chris M over 9 years ago

Demian Biscocho wrote:

Looks like the agent's web browser session to the GOautodial server is being disrupted. This can be caused by a number of things:

1. Network connectivity
2. Overloaded workstation (web browser not getting enough CPU resources)
3. Overloaded server

Thanks for your reply.

I can confirm that points 1 and 3 do not seem to be an issue.

Point 2 is highly unlikely as they are modern pc's with 4 gigs ram, only running firefox, our CRM software and Bria.

Today 2 agents in particular are having the problem. The other agents are fine.

Any more suggestions would be great.

RE: Agent Lagged - Agents automatically being paused - Added by Chris M over 9 years ago

I have just installed the Latest Google Chrome on all PC's to use as agent client.

We were using Firefox.

Do you suggest any specific browser?

RE: Agent Lagged - Agents automatically being paused - Added by Levy Ryan Nolasco over 9 years ago

Hi,

We both recommend Google chrome and Mozilla firefox to be used as Admin and Agent browser.

RE: Agent Lagged - Agents automatically being paused - Added by Chris M over 9 years ago

Hi,

So we have moved from Firefox to Chrome and the lagging issue seems to (for now) be resolved.

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