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 Desktop. 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 Workspace Agent Desktop 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 Workspace Agent Desktop 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.