Generating a performance profile for troubleshooting

When investigating performance issues, it is sometimes necessary for the customer service team to request additional information about the performance profiles that can be generated in your browser while an issue occurs. A customer service team member may request that you record a performance profile while the issue is occurring, download the file, and provide that to them for further analysis.

Note: A performance profile contains the performance data on how the page runs when the user interacts with it. The network URL and screenshots of the page will be captured during the recording.

Below are some instructions on how you can easily generate a performance file using different browsers.

• Chrome
• Firefox
• Internet Explorer
• Safari
• Edge

To generate the performance file for Chrome

1. Open the DevTools by pressing (COMMAND + OPTION + I) on macOS or (CTRL + SHIFT + I) on Windows or Linux, or by right-clicking somewhere on your page and selecting Inspect.
2. In DevTools, switch over to the Performance tab. Make sure that the Screenshots checkbox is enabled.
3. Wait for a few seconds to ensure that the page is interactive by moving the cursor around the the page. 
4. In the Performance tab, click the Record button    .
5. After the recording starts, reproduce the issue that you were experiencing. For example, if the reported issue is a delay in typing, you can type a paragraph in the composer. If the issue is with the Accept button, you can click the Accept button to create a new ticket tab and send a few messages back and forth with the visitor.
   
   Note: If possible, try to keep the recorded time under 60 seconds.
   
6. Once you reproduced the issue, click the Stop button in the status message or the Stop Recording button   on the Performance tab.
7. Wait for the profile to be loaded and processed.
8. After the profile is loaded, click the Save Profile button   on the Performance tab to download the profile.
9. Send the downloaded file to the customer service team member.

To generate the performance file for Firefox

1. Open the DevTools by pressing (COMMAND + OPTION + I) on macOS or (CTRL + SHIFT + I) on Windows or Linux, or by right-clicking somewhere on your page and selecting Inspect.
2. In DevTools, switch over to the Performance tab. 
3. Wait for a few seconds to ensure that the page is interactive by moving the cursor around the page. 
4. In the Performance tab, click the Record button  .
5. After the recording starts, reproduce the issue that you were experiencing. For example, if the reported issue is delay in typing, you can type a paragraph in the composer. If the issue is with the Accept button, you can click on Accept button to create a new ticket tab and send a few messages back and forth with the visitor.
   
   Note: Watch the buffer percentage and stop the recording before it reaches 100%.
   
6. Once you reproduced the issue, click the Stop Recording Performance button on the status message or the the Stop Recording button on the Performance tab.
7. Wait for the profile to be loaded and processed.
8. After the profile is loaded, click Save  to download the profile.
9. Send the downloaded file to the customer service team member.

To generate the performance file for Internet Explorer

1. Press F12 on your keyboard to open Developer Tools or go to the Tools menu  and select F12 Developer Tools.
2. In DevTools, switch over to the Performance tab. 
3. Wait for a few seconds to ensure that the page is interactive by moving the cursor around the page. 
4. In the Performance tab, click the Record button.
5. After the recording starts, reproduce the issue that you were experiencing. For example, if the reported issue is delay in typing, you can type a paragraph in the composer. If the issue is with the Accept button, you can click the Accept button to create a new ticket tab and send a few messages back and forth with the visitor.
   
   Note: Although no timer is shown after the recording starts, try to keep the recorded time under 60 seconds if possible.
   
6. Once you have reproduced the issue, click the Stop Record buttonin the Performance tab.
7. Wait for the profile to be loaded and processed.
8. After the profile is loaded, click the Save Profile button in the Performance tab to download the profile.
9. Send the downloaded file to the customer service team member.

To generate the performance file for Safari

1. Choose Safari > Preferences, then click Advanced.
2. At the bottom of the pane, select the Show Develop menu in menu bar checkbox.
3. Click Develop > Show Web Inspector.
4. In the Web Inspector, switch over to the Timelines tab. 
5. Wait for a few seconds to ensure that the page is interactive by moving the cursor around the page. 
6. In the Timelines tab, click the Record button  .
7. After the recording starts, reproduce the issue that you were experiencing. For example, if the reported issue is delay in typing, you can type a paragraph in the composer. If the issue is with the Accept button, you can click on Accept button to create a new ticket tab and send a few messages back and forth with the visitor.
   
   Note: If possible, try to keep the recorded time under 60 seconds.
   
8. Once you have reproduced the issue, click the Stop Recording button or the Stop Recording button in the Timelines tab.
9. Wait for the profile to be loaded and processed.
10. After the profile is loaded, click the Export button in the Timelines tab to download the profile.
11. Send the downloaded file to the customer service team member.

To generate the performance file for Edge

1. Open the DevTools by pressing (COMMAND + OPTION + I) on macOS or (CTRL + SHIFT + I) on Windows or Linux, or by right-clicking somewhere on your page and selecting Inspect.
2. In DevTools, switch over to the Performance tab. Make sure that the Screenshots checkbox is enabled.
3. Wait for a few seconds to ensure that the page is interactive by moving the cursor around the page. 
4. In the Performance tab, click the Record button.
5. After the recording starts, reproduce the issue that you were experiencing. For example, if the reported issue is delay in typing, you can type a paragraph in the composer. If the issue is with the Accept button, you can click the Accept button to create a new ticket tab and send a few messages back and forth with the visitor.
   
   Note: If possible, try to keep the recorded time under 60 seconds.
   
6. Once you reproduced the issue, click the Stop button on the status message or the Stop Recording button  on the Performance tab.
7. Wait for the profile to be loaded and processed.
8. After the profile is loaded, click the Save Profile button on the Performance tab to download the profile.
9. Send the downloaded file to the customer service team member.