We are experiancing an intermittent issue where when requesting a chat our customers are not always connected to an agent. The offer is presented to the agents and one will accept but the customer doesn't enter the conversion.
When testing for customer experience it seems that the box that says "waiting for agent" with the estimated time is not appearing in the window on the customers side.
Has anyone else experienced this? Does anyone have a solution?
Setup:
- Openfire 3.6.4
- Spark 2.5.8
- Fastpath Service 4.1.0
- Fastpath Webchat 4.0.0
- Openfire runs on a linux server by it's self with the Fastpath Service plugin
- Fastpath Webchat runs on another linux server
- A third linux server acts as a proxy to Webchat
This issue seems to be completely intermittent but affects multiple sessions when it crops up before disappearing on it's own. Sometimes if caught in time closing the queue and reopening it seems to clear it up.