Documentation:HTCC:IWWDep:WWETroubleshoot90:9.0.0DRAFT

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.

CPU overload

Search the agent Browser logs for the term "performance problems" to confirm whether performance issues that an agent might be experiencing are related to CPU overload.

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

Web site integration

Embedded web sites might not display or might not display correctly due to X-Frame-Options or Content-Security-Policy (CSP) seetings.

• The browser logs will contain something like this (for example, here, I configured google to be displayed in an iFrame within WWE):
  • Refused to display 'https://www.google.com/' in a frame because it set 'X-Frame-Options' to 'sameorigin'.

due to external website configured in http, but WWE is in https:

• The browser logs will contain something like this (for example, here, I configured bing in http, to be displayed in an iFrame within WWE):
• Mixed Content: The page at 'https://135.39.45.252/ui/wwe/index.html?code=yPwFc1&state=3a23c01c03a51d88' was loaded over HTTPS, but requested an insecure frame 'http://www.bing.com/'. This request has been blocked; the content must be served over HTTPS.

Performance issue traces generated by WWE (what is named CPU overload in the WWETroubleshoot90 page) The browser logs will contain something like this:

• [DEBUG] [WWE.Main.Performance] [Worker] Application experiencing major performance problem (XX/60)

OR

• [DEBUG] [WWE.Main.Performance] [Worker] Application experiencing severe performance problem (YY/60)

• where XX is < 50 (but >=40)

  where YY is < 40

Native toast

Stéphane Blécon, you want to explain how to activate the native toast? Matthew WEST, if we need to document this, the aim of the native toast is, for the agent, to be able to be notified when a new interaction is ringing on his desktop, and the agent is not displaying WWE page (either working on another tab in the browser, or the browser is minimized and the agent is working on another application). For Native toast usage, activation, reactivation, etc, we have information available in our wiki, that could be placed in the Premise documentation if needed. Links to information in wiki: http://internalwiki.us.int.genesyslab.com/dev_teams/index.php/Workspace_Web_Edition_-_FAQ#What_is_the_Notifications_mechanism_suggested_by_Chrome.2C_Edge_and_FireFox.3F And, all the following chapters also contain useful information (why notifications doesn't appear, how to reactive notifications)