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Support Article

CSRs are logged out of their chats automatically at 10.20 AM

SA-58936

Summary



CSRs are logged out of their respective chats automatically at 10.20 AM. On attempting to refresh chat, the chat icon turns gray and displays 'Agent is reconnecting' message.


Error Messages



Agent is reconnecting


Steps to Reproduce



Unknown.


Root Cause



A defect in Pegasystems’ code or rules.

While a CSR logs in, all the previous chats are fetched and a chat end event is emitted for each chat. Considering the volume of the chats that is returned from the database, the traffic on socket.io emits leads to an exception.

Resolution



Apply HFix-43440.


 

Published July 27, 2018 - Updated December 2, 2021

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