Agent auto-logout mechanism

Buzzeasy uses an auto-logout feature to detect agents with technical difficulties and take them out of the system in order to not affect Contact Centre performance.

Auto-logout timer

The auto-logout timer is currently set at 3 minutes. When the agent loses the connection to the system, the timer starts. Buzzeasy attempts to reach the agent for 3 minutes, every 30 seconds, if one of these attempts are successful, then the agent will be automatically logged back into the system and their state is synchronized with the system. While the agent loses connection, a banner is displayed, actions such as new outbound call, request break and other interactive elements of the agent application may not work properly or may have significant delays. Additionally, if the heartbeat mechanism detects the agent as online, the agent may be moved to break automatically.

After 3 minutes, the agent is completely logged out of the system and will be redirected to the you are logged out page. The agent can click the Take me back to Buzzeasy bottom to instantly log back in.

Browser functionalities triggering an auto-logout

Google Chrome as well as Microsoft Edge have their own performance improvements mechanisms. These mechanism may throttle active web based applications in order to save RAM. Whenever Buzzeasy Application's requests are throttled or rejected by the browser in order to save memory, the auto-logout mechanism is triggered.

Low-end PCs and laptops may suffer from these browser limitations more frequently as they are not generally well equipped to handle today's web pages memory consumption.

We recommend closing application running on your PCs or laptop as well as pages not essential to your Buzzeasy application.

Browsers update frequently and mitigation resources vary greatly, we recommend conducting a research around this topic for your affected browser version if our solution above is not enough. Such options may include but are not limited to disabling throttling from browsers that still support this option, disable sleeping tabs or keeping the Buzzeasy agent application awake.

Internet connectivity triggering an auto-logout

Internet connectivity issues are frequent nowadays, these may limit your web usage for various applications, including Buzzeasy Agent.

You may reach out to your IT department for further debugging, a good starting point is checking your corporate VPN, disabling it temporarily, checking your corporate firewall rules and white list our URLs, limit internet usage for non essential applications.

You may wish to check your Wifi settings, perform a network reset or conduct a speed test to a West European / North European server.

Should you suspect that these issues may impact server performance, you may collect HAR logs and send them to Buzzeasy Support for further research on the topic.

To do so, before logging into the Buzzeasy Application:

  • Navigate to https://agent.buzzeasy.com
  • Press the F12 on your keyboard to open the devtools panel of the browser (if you are using a laptop, this might be Fn+F12).
  • In devtools, switch to the Network tab and make sure the Preserve log and Disable caching options are checked.
  • Leave the devtools panel open, go back to Buzzeasy Agent page and refresh it (F5 or the refresh button within browser). A lot of network session lines populate the Network tab.
  • Proceed with your work.
  • Wait until your network issue occurs.
  • Find and click the Export HAR button in the Network tab of the devtools to save the HAR file.
  • In the Console devtools tab, right click on any line and select Save as... to save a console log file.
  • Send the following files over to Buzzeasy Support:
    • HAR file
    • Console log file
    • Description
    • Precise date + time of the issue occurrence
    • Agent name
    • Phone number/Email address of the customer (if relevant)
    • Issue description (what happened exactly, what did not work, etc)

Additional tools such as Fiddler or Wireshark may be available to you for more in-depth internet traffic analysis.

Helpful links: