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Yes it turns out that the issue is with ServiceNow.
The Advanced Work Assignment feature in ServiceNow was setting agent availability to Offline based on inactivity in chat queues.
Its a known issue in SN (well, known to support). So I have a workaround for it.
con risposta 3 anni fa
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Have you run the AWS Connectivity tool to see of the response times and any latency?
https://s3.amazonaws.com/connectivitytest/checkConnectivity.html
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Have you ran stock CCP and see if the issue happens without SNOW being involved?
david
con risposta 3 anni fa
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Hi PaulC-MH, we are experiencing the same issue as you described. Can you share the workaround suggested to you by ServiceNow please?