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CSRs are logged out of their chats automatically at 10.20 AM



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


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 emits leads to an exception.


Apply HFix-43440.


Published July 27, 2018 - Updated December 2, 2021

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