The Chat connection monitor displays your connection details. This information can help both your internal IT department and Zendesk's customer service teams identify and resolve issues with your Zendesk Chat dashboard performance.
This article includes the following topics:
For more information on identifying connection issues, see Troubleshooting your Chat connection.
Viewing the connection monitor
You can access the connection monitor from the Chat dashboard.
To view the Chat connection monitor
- In the Chat dashboard, click your avatar in the upper-right corner and
select Check connection.
This opens the Chat connection monitor:
- (Optional) Take a screenshot of this window to share with your support team.
The monitor shows connection-related data.
Understanding the connection data
The connection monitor displays a long list of connection data. In this section, we'll describe the information most likely to be useful in diagnosing any connectivity-related problems, and explain what information should be displayed. We'll also share a table with high-level descriptions of some of the remaining metrics.
The following connection information is often relevant to any connection problems you are having:
- Server: The Chat dashboard should connect to a server that is geographically closest to you.
- Connection Type: If this metric displays another value other than "Ws" (Websocket) you could have a firewall blocking your connection.
- Status: You should see the option “connected.”
- Connection Quality: An indicator of the connection quality between your network and Zendesk Chat servers. The more filled in with black the line is, the better your connection. If the filled-in portion of the line is less than 50%, we recommend testing your connection.
- Connection Progress: The number "100" indicates that you are successfully connected and any value less than "100" indicates a connection issue.
- Uptime: The amount of time (seconds/milliseconds) detected from your browser that Chat is connected over the total time of the session. If you were recently disconnected or have had breaks in the connection, the first number (time connected) will be lower than the second number (total session length).
- D/C Count: If the disconnection count (D/C Count) is higher than the Connected Count then you are most likely experiencing an issue with your Chat dashboard connection.
- Server Timeouts: Indicates the number of disconnections on the servers end.
If you are seeing data that differs from the descriptions above, report these issues to an account admin or an internal IT Team.
The following table defines some of the other metrics you may find useful:
|Build Version||The currently-installed Chat version|
|Account Key||Displays the 32-digit account key|
|Server||Proxy the account is connected to|
|Connection Type||How the computer is connected to the server|
|Connection Quality||Reflects latency|
|Connection Progress||Should be “100” to be connected. Less than the value means there’s a problem|
|Connection Message||Last known message from the dashboard|
|Connection Code||Last known code recorded in the dashboard|
|Browser/Computer Speed||Dependent on the browser extensions/apps installed on the browser|
|Uptime||In seconds/milliseconds, detected from your browser|
|Connect Attempts||Number of connection attempts|
|Connected Count||Number of successful connects|
|D/C Count||Disconnection count|
|Server Timeouts||Disconnections on the server end|
|Reconnect Delay||Amount of time it usually takes the customer to connect to the dashboard again|
|Lost Frames||Counts how much information is lost|
|Out of order Frames||Something sent that was damaged|
|Uptime Estimate||How long, in milliseconds, a customer has been logged in|
|Clock Skew||Time, in milliseconds, between the server and your timezone|
|Latency (RTT)||Time, in milliseconds, it takes for you to send something to the server and then get a response back|
Is there an API or other method to monitor these connection metrics for non-human/browser-based agents?
This is great for human agents using the browser but doesn't work for non-human agents utilizing the Chat Conversations API. It would be great to monitor these metrics for these types of agents to troubleshoot connection issues.
Connection monitor is browser based and cannot be used by bots. I definitely understand that this is such a great functionality to have especially that a significant amount of companies utilizes bots as their first line of support. As it turns out, we don't have a native or API feature yet available for such functionality. The only available option is to look into any failed API calls using CCAPI. I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature.
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