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| − | < | + | =Troubleshooting Workspace Web Edition= |
| + | |||
| + | If you are having issues with Workspace Web Edition, you can try some of these solutions. | ||
| + | |||
| + | ==Slow search results== | ||
| + | |||
| + | For agents using Internet Explorer 11 who are experiencing slowness in the display of search results and of Favorites in Team Communicator, set the value of the '''teamcommunicator.enable-lazy-loading''' option to <tt>true</tt> to enable a lazy loading mechanism, allowing agents to get acceptable display performance. | ||
| + | |||
| + | ==Network issues== | ||
| + | |||
| + | You can review logs to determine whether agents are experiencing network issues by searching for Ajax command names followed by the time. In general, commands should take less than 1 second. | ||
| + | |||
| + | Search for "<tt>Command: '<command name>' sent in <time></tt>" | ||
| + | |||
| + | For example: <tt>Command: 'Hold' sent in 0.337s</tt> | ||
| + | |||
| + | ==Website integration== | ||
| + | Here are some troubleshooting suggestions if a website you are trying to integrate in Workspace Web Edition does not display or does not display correctly. | ||
| + | ===X-Frame-Options or Content-Security-Policy=== | ||
| + | Embedded websites might not display or might not display correctly due to X-Frame-Options or Content-Security-Policy (CSP) settings. To troubleshoot embedded website issues, review the browser logs to look for content similar to this example: | ||
| + | |||
| + | Refused to display '<nowiki>https://www.mywebsite.com/</nowiki>' in a frame because it set 'X-Frame-Options' to 'sameorigin'. | ||
| + | |||
| + | ===http vs. https=== | ||
| + | Workspace only accepts https connections. If the website you are trying to integrate uses http instead you will see messages like the following in the browser logs: | ||
| + | |||
| + | Mixed Content: The page at '<nowiki>https://<gws-url>/ui/wwe/index.html?code=yPwFc1&state=3a23c01c03a51d88</nowiki>' was loaded over HTTPS, but requested an insecure frame '<nowiki>http://www.mywebsite.com/</nowiki>'. This request has been blocked; the content must be served over HTTPS. | ||
| + | |||
| + | ==Workspace Performance== | ||
| + | If you are experiencing performance issues with Workspace, you can check the browser logs for messages like the following: | ||
| + | |||
| + | <nowiki>[DEBUG] [WWE.Main.Performance] [Worker] Application experiencing major performance problem (XX/60)</nowiki> | ||
| + | |||
| + | where XX is >=40 but < 50, | ||
| + | |||
| + | or: | ||
| + | |||
| + | <nowiki>[DEBUG] [WWE.Main.Performance] [Worker] Application experiencing severe performance problem (YY/60)</nowiki> | ||
| + | |||
| + | where YY is < 40. | ||
| + | |||
| + | |||
| + | ==Browser and OS notifications== | ||
| + | Sometimes agents will not have Workspace displaying in the active browser tab. Agents might be working in other applications or browser windows or the browser window containing Workspace might be minimized. In these situations, agents might miss Workspace notifications of ringing interactions. | ||
| + | |||
| + | ===Native operating system call notifications=== | ||
| + | Native operating system notifications might not be displayed if an agent does not have the correct notification settings. | ||
| + | |||
| + | ====Windows==== | ||
| + | To ensure that native Windows notifications are enabled, agents should go to '''Settings''' > '''System''' > '''Notifications & actions''', then set '''Get notifications from apps and other senders''' to '''On'''. | ||
| + | |||
| + | ====Mac OSX==== | ||
| + | To ensure that application notifications are enabled, agents should go to '''System Preferences''' > '''Notifications''' > '''Do Not Disturb''' and review their Do Not Disturb settings. Agents should also ensure that the '''Allow Notifications from <Browser App>''' is selected. | ||
| + | |||
| + | ===Native browser call notifications=== | ||
| + | Agents are given the opportunity to allow browser notifications for the Workspace URL when they first log in to Agent Workspace. If they accept browser notifications, when calls are ringing in the Workspace window or tab, the browser displays a notification to alert the agent. If the agent clicks the notification, the Workspace window or tab gets the focus and the agent can accept the interaction. | ||
| + | |||
| + | ====Chrome==== | ||
| + | When an agent first logs in to Agent Workspace on Chrome, a message is displayed asking the agent whether they want to allow or deny notifications from the Workspace URL. Agents should choose '''Allow''' to ensure that they receive notifications when the Workspace browser window does not have the focus. | ||
| + | |||
| + | If an agent has previously denied notifications, they can open the Chrome menu at the top right, select '''More''', then '''Settings'''. Under '''Privacy and security''', click '''Site settings''' then '''Notifications'''. Next they should add the Workspace URL to the list of sites for which '''Notifications''' are allowed. | ||
| + | |||
| + | ====Firefox==== | ||
| + | When an agent first logs in to Agent Workspace on Firefox, a message is displayed asking the agent whether they want to show notifications from the Workspace URL. Agents should choose '''Show for this session''' or '''Always show notifications''' (on older versions of Firefox, the option to choose is '''Allow Notifications''') to ensure that they receive notifications when the Workspace browser window does not have the focus. | ||
| + | |||
| + | If an agent has previously denied notifications, they can open '''Preferences''', select '''Privacy & Security''' then under '''Permissions / Notifications''', they should click '''Settings'''. Next they should add the Workspace URL under '''Allow notifications'''. | ||
| + | |||
| + | [[Category:V:HTCC:9.0.0]] | ||
Latest revision as of 15:31, July 29, 2022
Contents
Troubleshooting Workspace Web Edition
If you are having issues with Workspace Web Edition, you can try some of these solutions.
Slow search results
For agents using Internet Explorer 11 who are experiencing slowness in the display of search results and of Favorites in Team Communicator, set the value of the teamcommunicator.enable-lazy-loading option to true to enable a lazy loading mechanism, allowing agents to get acceptable display performance.
Network issues
You can review logs to determine whether agents are experiencing network issues by searching for Ajax command names followed by the time. In general, commands should take less than 1 second.
Search for "Command: '<command name>' sent in <time>"
For example: Command: 'Hold' sent in 0.337s
Website integration
Here are some troubleshooting suggestions if a website you are trying to integrate in Workspace Web Edition does not display or does not display correctly.
X-Frame-Options or Content-Security-Policy
Embedded websites might not display or might not display correctly due to X-Frame-Options or Content-Security-Policy (CSP) settings. To troubleshoot embedded website issues, review the browser logs to look for content similar to this example:
Refused to display 'https://www.mywebsite.com/' in a frame because it set 'X-Frame-Options' to 'sameorigin'.
http vs. https
Workspace only accepts https connections. If the website you are trying to integrate uses http instead you will see messages like the following in the browser logs:
Mixed Content: The page at 'https://<gws-url>/ui/wwe/index.html?code=yPwFc1&state=3a23c01c03a51d88' was loaded over HTTPS, but requested an insecure frame 'http://www.mywebsite.com/'. This request has been blocked; the content must be served over HTTPS.
Workspace Performance
If you are experiencing performance issues with Workspace, you can check the browser logs for messages like the following:
[DEBUG] [WWE.Main.Performance] [Worker] Application experiencing major performance problem (XX/60)
where XX is >=40 but < 50,
or:
[DEBUG] [WWE.Main.Performance] [Worker] Application experiencing severe performance problem (YY/60)
where YY is < 40.
Browser and OS notifications
Sometimes agents will not have Workspace displaying in the active browser tab. Agents might be working in other applications or browser windows or the browser window containing Workspace might be minimized. In these situations, agents might miss Workspace notifications of ringing interactions.
Native operating system call notifications
Native operating system notifications might not be displayed if an agent does not have the correct notification settings.
Windows
To ensure that native Windows notifications are enabled, agents should go to Settings > System > Notifications & actions, then set Get notifications from apps and other senders to On.
Mac OSX
To ensure that application notifications are enabled, agents should go to System Preferences > Notifications > Do Not Disturb and review their Do Not Disturb settings. Agents should also ensure that the Allow Notifications from <Browser App> is selected.
Native browser call notifications
Agents are given the opportunity to allow browser notifications for the Workspace URL when they first log in to Agent Workspace. If they accept browser notifications, when calls are ringing in the Workspace window or tab, the browser displays a notification to alert the agent. If the agent clicks the notification, the Workspace window or tab gets the focus and the agent can accept the interaction.
Chrome
When an agent first logs in to Agent Workspace on Chrome, a message is displayed asking the agent whether they want to allow or deny notifications from the Workspace URL. Agents should choose Allow to ensure that they receive notifications when the Workspace browser window does not have the focus.
If an agent has previously denied notifications, they can open the Chrome menu at the top right, select More, then Settings. Under Privacy and security, click Site settings then Notifications. Next they should add the Workspace URL to the list of sites for which Notifications are allowed.
Firefox
When an agent first logs in to Agent Workspace on Firefox, a message is displayed asking the agent whether they want to show notifications from the Workspace URL. Agents should choose Show for this session or Always show notifications (on older versions of Firefox, the option to choose is Allow Notifications) to ensure that they receive notifications when the Workspace browser window does not have the focus.
If an agent has previously denied notifications, they can open Preferences, select Privacy & Security then under Permissions / Notifications, they should click Settings. Next they should add the Workspace URL under Allow notifications.